Account Service Manager Sr

Location: Hybrid1: This role requires associates be in the office 1-2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Alternate locations may be considered.

The Account Service Manager Sr is responsible for providing highly advanced account management representation and strategic planning for major accounts and serves as a lead for assigned accounts and unit. The ideal candidate will bring a combination of Medicare account management expertise, strong operational execution, and a passion for delivering an exceptional client experience in a complex, fast-paced environment.

- Provides strategic planning and account management for large accounts. - Directs and manages the administration of contractual requirements and obligations. - Manages the new and renewal implementation process for accounts. - Interfaces with operations to ensure smooth delivery of services. - Maintains ongoing account relationships at multiple levels throughout the customer's organization. - Makes recommendations for improvements to meet customers' expectations. - Develops implementation processes and manages reporting processes to ensure client retention and high levels of account satisfaction. - Provides both on-site and off-site account management, which may include interpreting plan design, researching and resolving phone and written inquiries, resolving claims, benefit and enrollment issues. - Presents monthly, ad hoc, mid-year, and annual utilization and benefit reporting to the broker and client. - Coordinates open enrollment meetings, renewal process and training sessions. - Participates in efforts to support standardization across accounts and works in multi-disciplinary teams to design and implement product and operational enhancements. - Provides guidance or expertise to less experienced account service managers. - Makes routine account visits.

- Requires a BA/BS and a minimum of 5 years of experience managing business operations and/or customer relationship; or any combination of education and experience which would provide an equivalent background. - Travels to worksite and other locations as necessary.

- Experience supporting Medicare clients, with a strong preference for Medicare Employer Group Waiver Plan (EGWP) or other Medicare Advantage/Part D programs. - Experience working within a Pharmacy Benefit Manager (PBM) organization or supporting pharmacy benefit administration on the health plan/client side. - Demonstrated success managing day-to-day client relationships for large, strategic accounts. - Experience identifying operational gaps, implementing process improvements, and driving standardization across teams. - Self-starter with the ability to work independently, prioritize competing demands, and take ownership of issues through resolution. - Proven problem-solving skills with the ability to investigate complex issues, identify root causes, and coordinate solutions across cross-functional teams. - Ability to thrive in an evolving environment with changing priorities and ambiguous situations. - Strong client relationship management skills with experience building credibility and trust at multiple levels of client organizations. - Proficiency with Microsoft Office applications, including Excel and PowerPoint, with experience presenting client reporting and business reviews. - Serve as a trusted day-to-day partner for Medicare health plan clients, delivering responsive, high-quality service. - Anticipate client needs and proactively resolve issues before they become escalations. - Effectively coordinate across internal business partners to ensure timely and accurate issue resolution. - Identify opportunities to improve client experience and operational efficiency by documenting process gaps and driving process enhancements. - Adapt quickly to changing business needs while maintaining a high level of organization, professionalism, and accountability. - Contribute to a collaborative, high-performing account management team focused on client satisfaction and retention.