Note: The job is a remote job and is open to candidates in USA. Personify Health provides a personalized health platform combining health plan administration, wellbeing solutions, and care navigation. The Senior Account Manager serves as the operational point of contact for complex, high-value accounts, coordinating service delivery, escalations, root-cause investigations, performance reporting, and year-round program execution while mentoring junior team members.
Responsibilities
- Serve as the operational point of contact for a portfolio of complex, high-value accounts, making sure service commitments and response standards are met without excuses
- Pull Claims, Member Services, Eligibility, Care Management, Pharmacy, and Reporting into alignment to resolve client issues and stop them from resurfacing
- Monitor account health and service trends proactively, flagging emerging risks and acting on them before clients have to
- Take ownership of complex, high-profile client, member, and provider escalations, coordinating across functions and keeping communication tight until closure
- Maintain aging and closure tracking for escalations and act as the go-between with internal leadership on systemic issues
- Dig into significant service failures, build corrective and preventative action plans, and partner with operational leaders to put process improvements to the test
- Lead client meetings, walking through operational and service-level data, reports, and recommendations that show the account is being run well
- Own the program plan for each account, ensuring every component lands on time and delivers what was promised
- Work with the Implementation team on new client onboarding and with the Strategic Account Executive on account strategy and growth opportunities
- Mentor junior Account Managers, act as the go-to knowledge resource for the function, and keep client management tools like Gainsight, Salesforce, Confluence, and Jira running as intended — including training clients on their use
Skills
- Bachelor's degree, or equivalent, in a related discipline
- 6+ years of experience in TPA, health plan administration, benefits account management, or healthcare service delivery/operations
- Working knowledge of ERISA, COBRA, ACA, and plan funding mechanisms
- Experience managing escalations, operational risk, and cross-functional resolution efforts, including leading initiatives without direct reporting authority
- Experience supporting self-funded clients and managing complex plan designs
- Prior leadership or mentoring experience
- Microsoft Office suite
- Client management and collaboration platforms (Gainsight, Salesforce, Confluence, Jira)
- Root-cause analysis methodologies
- Escalation tracking and governance reporting
Benefits
- Competitive benefits effective day one
- Comprehensive medical and dental through our own health solutions
- Unlimited PTO—rest and recharge time is non-negotiable
- Mental health support, retirement planning, and financial protection
- Professional development with clear career progression and learning budgets
- Mission-driven culture where diverse perspectives drive real impact on people's health
- Full benefits package starting day one
- Wellness programs and other employee perks
Company Overview