IHA Account Manager

Advantmed

11d•$55,000 - $60,000•Remote

About The Position

The IHA Account Manager (PAM—Prospective Services Account Manager) is the client-facing operations subject matter expert for In-Home Health Assessment programs, supporting them from implementation through ongoing delivery. This non-sales individual contributor works with Operations, Planning, Implementation, and Client Success to meet client requirements, achieve production goals and service-level agreements (SLAs), resolve escalations promptly, and manage process changes effectively.

Requirements

Bachelor’s degree.
Minimum of 2–3 years of account management or similar experience in the healthcare industry.
Working knowledge of HIPAA and healthcare data privacy requirements.
Experience working with Operations and multiple stakeholders.
Computer proficiency, including experience with MS Excel, PowerPoint, and other relevant tools.
Experience managing SLAs, service health reporting (RAG status), and corrective action plans.
Excellent communication, interpersonal, presentation, and negotiation skills, with a commitment to exceptional customer service.
Strong problem-solving skills, attention to detail, and ability to analyze data and prepare basic reports.
Effective organization, time management, multitasking, and prioritization skills, including the ability to meet deadlines under pressure.
Ability to work independently and collaborate effectively within a team.
Proactive, results-oriented approach and flexibility to adapt to evolving industry trends and client needs.

Nice To Haves

Certification in Business Administration, Account Management, or a related field, or equivalent work experience.
Project management or account management certification, such as PMP or CAPM.

Responsibilities

Support new client implementation calls as an operations subject matter expert, reviewing requirements and coordinating deliverables with Operations teams.
Attend weekly client calls led by the Client Success Team as an operations subject matter expert.
Share production plans with clients, explain changes, and answer related questions.
Present In-Home Health Assessment guidelines to clients and answer questions.
Support discussions about the client portal, including queries, requested changes, and solutions.
Participate in discussions about additional volume and coordinate with internal teams as needed.
Address client service questions and escalations.
Support complaint handling, including closing the loop with clients.
Review project health and liaise with Operations when status is Amber or Red to develop a Plan of Action; present the Plan of Action to the client.
Coordinate with Operations on items critical to client SLAs and liaise with teams to manage client deliverables.
Monitor tasks to ensure timely follow-up and closure with clients and the Front Office.
Support the Process Change Request process by facilitating discussions with Operations, supporting solutioning after approval, following up with Operations, and communicating with PM/CE teams.
Participate in cross-functional OKRs and initiatives led by various teams.
Review client-facing ad hoc reports prepared by the Planning Team to ensure they align with client needs.