Cayuse Holdings

Senior Account Manager

Cayuse Holdings

full-time

Posted on:

Location Type: Hybrid

Location: Olympia • Washington • 🇺🇸 United States

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Salary

💰 $105,000 - $125,000 per year

Job Level

Senior

About the role

  • Lead the strategic direction of the client’s operations, partnering with key stakeholders to meet client goals and develop new initiatives as the health benefits landscape evolves.
  • Oversee the implementation and adherence to operational policies and procedures to achieve performance excellence.
  • Act as the primary point of contact for the client, ensuring strong relationships and proactive communication between Cayuse and all client stakeholders.
  • Supervise high-performing customer service functions through multi-channel delivery (phone, live chat, email, and self-service support), ensuring adherence to SLAs, data accuracy, and customer satisfaction.
  • Monitor and manage key performance metrics, analyzing trends and results to inform decision-making and recommend process improvements.
  • Collaborate with internal leaders (Operations Manager, Quality Manager, Training Manager) to maintain client operational efficiency, ensure staff readiness, and implement technology solutions like AI chatbots, CRM, and workforce management tools.
  • Drive compliance with privacy, data security, accessibility, and cultural competency standards as outlined in regulatory and contractual frameworks.
  • Lead the transition process during contract implementation or vendor turnover, ensuring operational continuity with minimal customer disruptions.
  • Provide regular progress reports to both Cayuse senior leadership and the client, ensuring full visibility into operational successes and potential challenges.
  • Oversee onboarding and training readiness for all the client’s staff, ensuring all team members are fully equipped to deliver high-quality customer support.
  • Implement a strategy for continuous improvement, including staff development, technology adoption, and quality monitoring to ensure customer excellence.

Requirements

  • Bachelor’s degree in Business Administration, Public Health, Healthcare Administration, or a related field.
  • 5+ years of experience managing complex customer service operations, preferably in a health insurance or benefits exchange environment.
  • Proven history of achieving performance goals in multi-channel customer service solutions.
  • Demonstrated ability to oversee and meet strict SLAs while driving customer satisfaction improvements.
  • Familiarity with implementing and operating under federal or state health exchange program requirements.
  • Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
  • Exceptional verbal and written communication skills.
  • Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
  • Proven ability to multitask and prioritize in a fast paced environment with changing priorities; adaptable to change and a quick learner.
  • Proficient in MS Office, Word, Outlook, PowerPoint, and Excel.
  • Proven leadership and collaboration abilities, especially in managing cross-functional teams that include Operations, Quality, and Technology staff.
  • Strong knowledge of customer service technologies, including AI/CRM systems, workforce management tools, and advanced reporting solutions.
  • Expertise in compliance with privacy laws, accessibility standards, and other regulatory frameworks.
Benefits
  • Medical, Dental and Vision Insurance; Wellness Program
  • Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
  • Short-Term and Long-Term Disability options
  • Basic Life and AD&D Insurance (Company Provided)
  • Voluntary Life and AD&D options
  • 401(k) Retirement Savings Plan with matching after one year
  • Paid Time Off

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer service operations managementperformance metrics analysisprocess improvementdata accuracy monitoringstaff training and onboardingmulti-channel supportSLA managementregulatory complianceproblem-solvinganalytical skills
Soft skills
interpersonal skillscommunication skillsorganizational skillsleadership abilitiescollaboration skillsadaptabilityattention to detailmultitaskingprofessionalismcustomer satisfaction focus
Certifications
Bachelor’s degree in Business AdministrationBachelor’s degree in Public HealthBachelor’s degree in Healthcare Administration