New

Account Manager

Zelis Healthcare, LLC
United States, Texas, Plano
Sep 19, 2025
At Zelis, we Get Stuff Done. So, let's get to it! A Little About Us Zelis is modernizing the healthcare financial experience across payers, providers, and healthcare consumers. We serve more than 750 payers, including the top five national health plans, regional health plans, TPAs and millions of healthcare providers and consumers across our platform of solutions. Zelis sees across the system to identify, optimize, and solve problems holistically with technology built by healthcare experts - driving real, measurable results for clients. A Little About You You bring a unique blend of personality and professional expertise to your work, inspiring others with your passion and dedication. Your career is a testament to your diverse experiences, community involvement, and the valuable lessons you've learned along the way. You are more than just your resume; you are a reflection of your achievements, the knowledge you've gained, and the personal interests that shape who you are. Position Overview Position Overview At Zelis, the Account Manager of Client Services plays a pivotal role in driving both team and client success. You will serve as a strategic partner and expert point of contact for clients, ensuring the highest levels of satisfaction, security, and operational excellence. This role is responsible for resolving complex client issues by clarifying concerns, identifying root causes, recommending and explaining the best course of action, and coordinating the appropriate resources to achieve resolution. You will also provide guidance and training to clients, support key initiatives, and manage escalations with a focus on strengthening and expanding client relationships. The Client Services team at Zelis ensures that clients have a dedicated resource for questions across a variety of product offerings, helping bridge any gaps and fostering a true sense of partnership. Objectives and Responsibilities: Serve as a primary point of contact for client inquiries, issue resolution, and ongoing support across Zelis product offerings. Manage help desk ticketing and claim review/analysis queues, ensuring timely and accurate responses. Track help desk ticket volumes, aging, status, and trends to identify opportunities for improving the client experience. Monitor and follow client-specific SLAs and ticketing requirements to ensure compliance and service excellence. Conduct regular client calls to review open issues, manage expectations, and maintain strong relationships. Respond to client issues promptly, triaging those outside of immediate influence and escalating when necessary. Manage ad hoc training requests and provide guidance on product navigation and processes. Create and maintain internal and external training documentation to support consistent knowledge sharing. Assist in building and refining standardized processes to ensure clients receive the highest level of service. Maintain accurate and up-to-date client information within internal systems. Collaborate with cross-functional teams and external partners to deliver a seamless "One Zelis" client experience. Act as a point of escalation for complex internal and external issues impacting clients or the team. Continue to expand industry and product knowledge to support advanced problem-solving and client guidance. What You Will bring: Bachelor's degree and/or 2-3 years of experience in client service, preferably within the healthcare industry. Strong understanding of Medicare pricing, reimbursement, and editing practices. Proven ability to build and maintain trust-based relationships with both internal stakeholders and external clients. Excellent communication skills, with the ability to convey complex information clearly and professionally. Strong analytical and problem-solving skills, with the ability to identify multiple solutions to complex issues. Outstanding organizational skills and the ability to manage and prioritize multiple tasks in a fast-paced environment. Demonstrated ability to work effectively under pressure and meet tight deadlines. Proficiency in Microsoft Office applications; experience with JIRA and Visium is preferred. A proactive, collaborative mindset with a commitment to continuous learning and improvement. *Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.* Location and Workplace Flexibility We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies. Equal Employment Opportunity Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all. Accessibility Support We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com. Disclaimer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.