Overview
Hybrid in Olympia, WA
The Work
The Senior Account Manager is responsible for leading the strategic direction and overseeing the delivery of all operational requirements for our client's needs. This role focuses on maintaining high levels of performance, ensuring compliance with contractual requirements, and fostering strong relationships with stakeholders. The Account Manager leads cross-functional collaboration, manages SLAs, drives technology integration, ensures operational readiness, and champions continuous process improvement to achieve effective and efficient service delivery that aligns with the Exchange's mission.
This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.
Responsibilities
Key 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.
Other duties as assigned.
Qualifications
Qualifications - Here's What You Need
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.
Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.
Minimum Skills:
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 past environment with changing priorities; adaptable to change and a quick learner.
Must be self-motivated and able to work well independently as well as on a multi-functional team.
Ability to handle sensitive and confidential information appropriately
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.
Ability to interpret data and provide actionable insights, driving decisions based on metrics, efficiency trends, and operational standards.
Skilled in handling escalations and operational challenges in fast-paced, high-stakes environments.
Expertise in compliance with privacy laws, accessibility standards, and other regulatory frameworks.
Desired Qualifications:
Master's degree in a relevant field (e.g., Business Administration, Public Health)
PMP (Project Management Professional) or other management certifications related to customer support or operations.
7+ years of experience managing operations in federally or state-regulated health programs.
Experience transitioning operational responsibilities between incumbent and successor vendors.
Experience working directly with Washington Healthplanfinder or similar healthcare exchange portals.
Our Commitment to you / overview of 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
Reports to: Managing Director
Working Conditions
Professional office environment but with periodic travel (up to 10%) to Olympia, WA for meetings or client discussions.
Must maintain a reliable home office setup conducive to conducting video and phone conferencing seamlessly. Work may involve evening or weekend hours during critical phases of delivery. Periodic flexibility required during dynamic periods such as Open Enrollment and SLA reporting deadlines.
Must be physically and mentally able to perform duties extended periods of time.
Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
Must be able to establish a productive and professional workspace.
Must be able to sit for long periods of time looking at computer screen.
May be asked to work a flexible schedule which may include holidays.
May be asked to travel for business or professional development purposes.
May be asked to work hours outside of normal business hours.
Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.
Pay Range
USD $105,000.00 - USD $125,000.00 /Yr.
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Location US-
ID 103624
Category Business Development
Position Type Full-Time Salary Exempt
Remote Yes
Clearance Required None
