Essential Functions & Responsibilities
Client Relationship Management
- Serve as the primary day to day strategic lead for assigned healthcare payor accounts, supporting client strategy, satisfaction, retention, and growth.
- Responsible for maintenance of comprehensive account strategy plans aligned to client business goals, market dynamics, and organizational objectives.
- Proactively manage client escalations, risks, and sensitive business issues with urgency and professional communication. Support in the planning and preparation of annual business reviews, strategic planning sessions, and other client-facing meetings.
- Escalate client concerns or risks to the VP, Account Management as appropriate.
Account Execution & Support
- Assist in executing account management strategies and initiatives defined by leadership.
- Coordinate internal resources to ensure timely delivery of services and solutions to clients.
- Track key deliverables, timelines, and action items across assigned accounts.
- Support implementation of health plan strategies in collaboration with internal teams.
Health Plan & Industry Support
- Maintain working knowledge of health plan operations, regulatory requirements, and industry best practices.
- Support compliance with client requirements and industry standards.
- Assist in gathering and analyzing data to support client reporting and strategy execution.
Performance Monitoring & Reporting
- Track and report on key performance indicators (KPIs) for assigned accounts.
- Prepare client reports, presentations, and performance summaries.
- Identify trends, risks, and opportunities, and communicate insights to leadership.
Cross-Functional Collaboration
- Partner with internal stakeholders including operations, clinical, product, and finance teams to support client deliverables.
- Ensure alignment across teams to meet client expectations and service standards.
Retention & Growth Support
- Support renewal and rate update processes by gathering required data and preparing materials.
- Identify opportunities for account expansion or additional services and communicate to leadership.
- Assist in maintaining high client retention and satisfaction.
Contract Management & Renewals
- Support the VP, AM to oversee client contract lifecycle activities, including renewals, amendments, participate in pricing discussions, and strategic negotiations.
- Partner with internal legal, finance, underwriting, operations, and executive leadership teams to support contract strategy and execution.
- Work with VP, AM to ensure contract terms align with business objectives, profitability expectations, and operational capabilities.
Required Education and Experience
- Bachelor’s degree in Business, Healthcare Administration, or a related field.
- 5-7 years of experience in account management, client services, or healthcare operations. Experience in a strategic account management role (not solely operational account coordination).
- Experience working with Medicare Advantage, Medicaid, AHCA, and/or Commercial health plan populations.
- Knowledge of CMS regulations, managed care, and government-sponsored healthcare programs.
- Health plan (payor) experience strongly preferred.
- Experience working with health plans, provider networks, or healthcare services strongly preferred.
Skills and Competencies
- Strong interpersonal and communication skills with the ability to manage client relationships effectively.
- Highly organized with strong attention to detail and ability to manage multiple priorities.
- Analytical mindset with ability to interpret data and support decision-making.
- Proficiency in Microsoft Office (Excel, PowerPoint, Word) and CRM tools.
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