Hybrid Senior Account Manager

at Cayuse Holdings

• Job title: Senior Account Manager
• Job type: Full Time
• Experience level: Senior
• Salary: $105,000 - $125,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Olympia, United States

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