Account Service Manager Sr

Location: Hybrid – this role requires associates to be in the office 1–2 days per week. Alternate locations may be considered; candidates must be within a reasonable commuting distance from the posting location(s).

About the role

The Account Service Manager Sr provides highly advanced account management representation and strategic planning for major accounts, serving as a lead for assigned accounts and unit. The ideal candidate brings Medicare account management expertise, strong operational execution, and a passion for delivering an exceptional client experience in a complex, fast-paced environment.

Responsibilities

• 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, including 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.
• Serves as a trusted day-to-day partner for Medicare health plan clients, delivering responsive, high-quality service.
• Anticipates client needs and proactively resolves issues before they become escalations.
• Effectively coordinates across internal business partners to ensure timely and accurate issue resolution.
• Identifies opportunities to improve client experience and operational efficiency by documenting process gaps and driving process enhancements.
• Adapts quickly to changing business needs while maintaining a high level of organization, professionalism, and accountability.
• Contributes to a collaborative, high-performing account management team focused on client satisfaction and retention.

Requirements

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

Preferred Qualifications

• 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.

Benefits

• Market-competitive total rewards including merit increases, paid holidays, Paid Time Off, and incentive bonus programs (unless covered by a collective bargaining agreement).
• Medical, dental, vision, short- and long-term disability benefits.
• 401(k) with company match and stock purchase plan.
• Life insurance, wellness programs, and financial education resources.

Schedule

Hybrid Workforce Strategy: associates are required to work at an Elevance Health location at least once per week, and potentially several times per week. Specific requirements and expectations for time onsite will be discussed as part of the hiring process.