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About the role
Key responsibilities & impact- Complete reporting and data requirements based on client and team needs
- Be accountable for customer satisfaction and retention of assigned client(s)
- Build trusting relationships with client operational leadership
- Maintain a comprehensive understanding of business challenges faced by customers
- Apply cross-functional project management to drive resolution for escalated client issues, coordinating internal and external teams as necessary
- Support research and data activities to drive resolution for escalated client issues, coordinating with internal and external teams as necessary
- Identify product gaps by conducting business impact assessments and managing client expectations
- Prioritize issues and assess escalations that may lead to client attrition risk with the Account Managers to ensure a strong mitigation plan is in place
Requirements
What you’ll need- Requires 3-5 years of direct account management or relationship management experience in the healthcare space; working knowledge of commercial health insurance and pharmacy benefits strongly preferred
- A positive growth mindset with the ability to approach difficult situations in a calm and focused manner; understand the challenge and move forward tactfully towards a solution
- An obsession with customer experience and customer satisfaction
- A passion for solving difficult problems together in collaboration with the broader team
- Executive-level communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialogue
- Experience in Client relationship management ensuring expectations and deliverables are documented and met, key stakeholders are informed, and client satisfaction is achieved
- Ability to work independently as well as part of an extended, cross-functional team
- Self-driven, results-oriented and disciplined work ethic
- Ability to take initiative with little to no direction
- Be transparent and honest in a positive, professional and polite manner
- Expert conflict resolution skills
- Highly effective communicator with a consultative and tactful approach; Ability to observe situations and scenarios from the client or member’s point of view
- Bachelor’s degree or equivalent experience required
Benefits
Comp & perks- Highly competitive wellness benefits including Medical, Pharmacy, Dental, Vision, and Life Insurance and AD&D Insurance
- Flexible Spending Benefits
- 401(k) Retirement Savings Program
- Short-term and long-term disability
- Discretionary Paid Time Off
- Paid Company Holidays
- Wellness Benefits
- Commuter Benefits
- Paid Parental Leave benefits
- Employee Assistance Program (EAP)
- Well-stocked kitchen in office locations
- Professional development and training opportunities
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
account managementrelationship managementproject managementbusiness impact assessmentsclient satisfactioncommercial health insurancepharmacy benefits
Soft Skills
customer experiencecustomer satisfactionconflict resolutionexecutive-level communicationinterpersonal skillscollaborationself-drivenresults-orientedinitiativetransparency
Certifications
Bachelor’s degree