Ready to Own Complex Accounts And Drive TPA Client Success?

Why This Role Matters

High-value TPA clients don't just want a vendor — they want someone who takes their operational headaches personally, and that's exactly what this role delivers. When claims stall, eligibility breaks, or a member escalation threatens to boil over, the Senior Account Manager is the person who steps in, connects the right teams, and drives the issue to a real fix instead of a temporary patch. This isn't a title that watches from the sidelines while the Strategic Account Executive builds the relationship — it's the engine room that makes retention and growth possible by keeping service promises real, day after day. Every root cause tracked down, every escalation closed cleanly, and every junior teammate coached up adds directly to whether these accounts stay, grow, or walk. Put simply: how well this role runs the operation is how well the client relationship survives contact with reality.

What You'll Actually Do

Own service delivery end-to-end: 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.

Coordinate across every operational team: Pull Claims, Member Services, Eligibility, Care Management, Pharmacy, and Reporting into alignment to resolve client issues and stop them from resurfacing.

Catch problems before they become fires: Monitor account health and service trends proactively, flagging emerging risks and acting on them before clients have to.

Lead escalation resolution: Take ownership of complex, high-profile client, member, and provider escalations, coordinating across functions and keeping communication tight until closure.

Run escalation governance: Maintain aging and closure tracking for escalations and act as the go-between with internal leadership on systemic issues.

Drive root-cause investigations: Dig into significant service failures, build corrective and preventative action plans, and partner with operational leaders to put process improvements to the test.

Present performance that matters: Lead client meetings, walking through operational and service-level data, reports, and recommendations that show the account is being run well.

Manage the client's year-round program: Own the program plan for each account, ensuring every component lands on time and delivers what was promised.

Partner on onboarding and strategy: Work with the Implementation team on new client onboarding and with the Strategic Account Executive on account strategy and growth opportunities.

Build up the team around you: 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.

What You Bring to Our Team

Education & Experience:

• 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

Technical Skills:

• Microsoft Office suite
• Client management and collaboration platforms (Gainsight, Salesforce, Confluence, Jira)
• Root-cause analysis methodologies
• Escalation tracking and governance reporting

Benefits

The Highlights:

• Competitive base salary and benefits effective day one
• Comprehensive medical and dental through our own health solutions (yes, we use what we build)
• 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

Want the full picture? Visit personifyhealthbenefits.com to explore our complete benefits package, wellness programs, and other employee perks.

Compensation: This position offers a base salary range of $85,000 - $110,000, depending on location, skills, and experience. You're eligible for our full benefits package starting day one.