Account Associate

About the role

The Account Associate serves as an operational and customer support partner to the Account Management organization, helping drive customer satisfaction, workflow execution, issue resolution, and account coordination across Datavant’s model accounts. This role works closely with Account Managers and cross-functional operational teams to manage customer needs, coordinate escalations, maintain account documentation, monitor operational performance indicators, and ensure timely follow-through on customer-impacting activities.

Responsibilities

• Provide operational and coordination support for our provider accounts in partnership with Account Managers
• Develop ability to assess customer satisfaction, retention risk identification, and assist with issue communication
• Submission/management of support tickets for issues related to access, IT, site IDs, etc.
• Manage customer-facing escalations as initial point of contact and coordinate internal response via emails, setting up meetings, and follow ups to lead to issue resolution
• Maintain accurate account documentation, health indicators, and risk flags
• Manage billing issue resolution in partnership with Finance
• Other duties as assigned

Qualifications

• Bachelor’s degree in Business, Healthcare Administration, HIM, or related field (or equivalent experience)
• 2-4 years experience in account coordination, customer support, customer success, healthcare operations, or related customer-facing operational environments
• Strong communication and relationship management skills
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to coordinate cross-functional activities and drive timely follow-through
• Demonstrated ability to collaborate effectively across teams and functions
• Ability to interpret performance data and explain outcomes to customers
• Familiarity with HIPAA-regulated environments preferred
• Proficiency in Microsoft Suite (Powerpoint, Excel, Outlook, etc.) highly desirable
• Comfort operating in a fast-paced, matrixed organization
• Ability to travel up to 10-25%