Technical Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as a liaison among Availity's technical teams, health plan analysts, Strategic Account Managers, and key health plan partners.

• Develop, nurture, and enhance relationships with strategic payer partners.

• Function as a trusted advisor, voicing customer needs internally while representing organizational interests externally.

• Oversee cross-functional initiatives, manage timelines, and ensure deliverables align with quality expectations.

• Deliver exceptional customer service to foster long-term client relationships.

• Serve as the primary operational escalation point for strategic payer partners.

• Provide support for assigned accounts, acting as the main contact for accountability, issue escalation, resolution, and product implementations.

• Assist in re-contracting efforts, encompassing pricing, proposals, administration, negotiation preparation, and client presentations.

• Collect, analyze, and summarize competitive data to facilitate account growth.

• Collaborate with cross-functional teams to implement new functionalities.

• Keep abreast of industry and competitive trends to inform account planning.

• Identify and coordinate marketing, management, and technical resources to achieve account up-sell targets.

• Maintain regular communication with accounts via newsletters, emails, phone calls, and face-to-face meetings.

• Consult with health plan clients to identify and qualify up-sell prospects.

• Track and support retention efforts through volume analytics and account penetration.

• Report on progress and goal attainment by updating performance metrics.

• Foster inter-departmental relationships to meet individual and Account Management team goals.

• Create, maintain, and revise Relationship Account Plans.

• Travel as necessary.

⛳️ Requirements

• Minimum of 3 years of experience in account or customer management within healthcare, payer, provider relations, or a technology setting.

• Associate degree in Business, Finance, Marketing, or equivalent experience; a bachelor's degree is preferred.

• Excellent interpersonal skills.

• Proven experience in facilitating meetings and engaging with diverse stakeholders at all levels of an organization.

• Collaborative team-oriented mindset.

• Understanding of healthcare payer processing, provider/hospital office operations, customer service, and IT operations.

• Strong problem-solving abilities with a knack for proposing viable solutions.

• Capacity to interpret technical issues and translate them into actionable business implications.

• Outstanding customer service capabilities.

• Robust analytical and research skills.

• Ability to monitor and develop SLA compliance and process enhancement measures.

• Skill in identifying operational improvements, payer adoption growth, and issue prevention opportunities through data analysis.

• Highly motivated, self-directed, and proactive attitude.

• Understanding of implementations, production support, strategic programs, and roadmap initiatives impacting assigned accounts.

• Ability to recognize dependencies, risks, blockers, and competing priorities.

• Discretion and sound decision-making skills.

• Knowledge of HIPAA regulations.

• Demonstrated leadership skills and the ability to remain collaborative in high-pressure situations and escalations.

• Capability to manage complex projects from start to finish.

• Familiarity with technical systems integration and operating systems such as Salesforce, Jira, Gainsight, and Confluence.

• Sponsorship is not available.

• Must successfully complete a drug test prior to employment commencement.

• Ability to use a camera for all virtual meetings.

🏝️ Benefits

• Competitive salary along with incentive opportunities.

• Generous contributions to HSA from the company.

• Comprehensive medical, dental, and vision coverage starting on the first day.

• 401(k) plan with company matching.

• Unlimited paid time off for salaried employees, plus nine paid holidays.

• Annual wellness reimbursement of up to $250.

• Education reimbursement programs available.

• Paid parental leave for birth and adoptive parents.

• Opportunities for volunteer work and community engagement.

• Access to continuous learning resources and career development support.

• Diversity & Inclusion teams and employee communities.

• Remote-first work environment.

• Camera/video capability provided for virtual meetings.