Senior Specialist, Customer Care Accounts

CAQH

8d • Remote

About The Position

The Sr. Specialist, Customer Care Accounts plays a dual role in customer support and revenue expansion across CAQH’s mid-market account book of business. This position is responsible for delivering high-quality customer service while also identifying growth opportunities, product adoption signals, and qualified leads that support retention, upselling, and cross-selling efforts. Serving as the trusted point of contact, this role engages directly with health plans, providers, and partners to resolve issues, strengthen relationships, and proactively surface opportunities to expand usage of CAQH solutions. Success in this role requires a commercial mindset, strong communication skills and the ability to translate customer interactions into actionable insights for Account Management and Sales teams.

The Sr. Specialist, Customer Care Accounts is a full-time, remote, exempt position and reports to the VP, Account Management.

Requirements

• Strong interpersonal and communication capabilities, with a demonstrated ability to build and deepen trusted relationships over time.
• Commercially curious mindset with the ability to learn how to identify, frame, and communicate business value.
• Consultative with ability to uncover customer needs, challenges, and growth opportunities.
• Skilled at translating technical and product concepts into clear, accessible language for nontechnical audiences.
• Self-directed learner who takes initiative, embraces new challenges, and applies problem-solving skills to evolving situations.
• Experience learning and effectively using CRM systems, customer support platforms, and Microsoft Office tools.
• Detail oriented communicator who actively strengthens written and verbal communication through feedback and practice.
• Growing knowledge of the healthcare industry, with a strong interest in deepening domain expertise.
• 2-4 years of experience in customer service, account support, or technical client-facing roles.
• Bachelor's degree required (business, healthcare administration, or technology preferred) or appropriate combination of education and relevant experience.

Nice To Haves

• Experience supporting sales or revenue-generating activities preferred.
• Healthcare, payer, provider, or health IT experience a plus.

Responsibilities

• Serve as the primary point of contact for assigned mid-market account customers, delivering responsive, personalized support.
• Build trusted relationships through consistent engagement and deep understanding of customer workflows, business needs, and use cases.
• Resolve client inquiries and issues efficiently while maintaining high customer satisfaction and retention.
• Proactively identify expansion, upsell, and cross-sell opportunities during customer interactions.
• Recognize product adoption gaps, growth signals, and readiness indicators within the mid-market account portfolio.
• Partner closely with Sales teams to transition qualified opportunities and support deal progression.
• Document insights, and customer intelligence accurately in CRM system.
• Educate customers on CAQH solutions, features, and enhancements to drive increased utilization.
• Conduct training sessions tailored to customer needs.
• Reinforce the value proposition of CAQH products by connecting customer challenges to available solutions.
• Act as feedback look between customers and internal stakeholders to improve offerings and go to market strategies.

Benefits

• CAQH offers competitive compensation and a comprehensive benefits package for full-time employees, including medical, dental, and vision coverage, a 401(k) with company contributions and matching, paid parental leave, tuition assistance, and generous paid time off.
• We are committed to investing in our people and supporting professional growth over time.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees