Account Manager

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.