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About the role
- Senior Account Manager leading strategic direction and operational delivery for healthcare clients. Collaborating with stakeholders and managing customer service functions to meet performance excellence.
Responsibilities
- 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
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