Technical Account Manager (Remote) at Availity in Remote - United States

Job description

• Reporting to the Senior Manager, Technical Account Management Services, the Technical Account Manager (TAM) serves as a liaison between Availity’s technical teams, health plan analyst, Strategic Account Managers (SAS) and the strategic health plan partners, ensuring that the products or services align with the customers' technical needs and business objectives.
• TAMs are responsible for ensuring customer success by proactively building, maintaining, and expanding relationships with our strategic Payer Partners to advance the direction of Availity in the healthcare information technology marketplace.
• TAMs will focus on becoming a Trusted Advisor to the clients, coordinate cross-functional efforts, manage timelines, and ensure deliverables meet quality standards. TAMs will provide exceptional customer service and support to build strong, long-term relationships with clients.
• Providing thought leadership and delivering account management excellence. The TAM is an expert on their book of business and represents the voice of the customer internally and the interests of the organization externally.
• The TAM is an expert communicator and relationship builder that implements key marketing strategies to enhance the company's position. Some travel is required.
• Sponsorship, in any form, is not available for this position.
• This is a fast-paced, flexible, and collaborative work environment where you are encouraged to bring your authentic self every day in the pursuit of serving our clients.
• This position gives exposure to multiple areas within Availity and is a great career path to future Account Management roles within the company.

Responsibilities

• Supporting the relationship between complex assigned accounts and Availity, and acts as a point of contact for accountability, issue escalation/resolution, and product implementations.
• Supporting aspects of the re-contracting process including pricing, proposal, administration functions, preparation for negotiations and customer presentations.
• Obtaining, utilizing, and accurately summarizing key competitive data to affect positive account growth.
• Working with cross functional teams to coordinate and implement new functionality for assigned payers.
• Staying current on industry and competitive trends and applies knowledge of marketplace to account planning processes.
• Identifying and coordinating marketing, management, and technical resources necessary to achieve existing account up-sell objectives.
• Communicating with accounts on a regular basis based on tier structure and need, via newsletters, email, phone, and/or face to face meetings.
• Consults with Health Plan customers to identify and qualify opportunities to up-sell new products or services
• Monitoring and supports retention through volume analysis and account penetration.
• Reporting regularly on the progress and accomplishment of stated goals by updating metrics that track results.
• Building strong inter-departmental relationships to achieve individual and Account Management team objectives.
• Establishing, maintaining, and updating Relationship Account Plans with all assigned accounts.

Requirements

• Have at least 3 years of account OR customer management experience in healthcare, payer, provider relations, or technology environment.
• Have an associate degree in Business, Finance, Marketing, or equivalent work experience, bachelor’s degree a plus.
• Have strong interpersonal skills. Experience facilitating meetings and engaging with multiple stakeholders at all levels of the organization is vital.
• Team player that works in support of others and in close collaborative partnership.
• Have knowledge of healthcare payer processing, provider/hospital office operations, customer service and IT operations.
• Are a trusted problem-solver who listens to business problems and can provide potential solutions.
• Interpret technical issues and translate them into actionable business impacts for executive and operational audiences.
• You have exceptional customer service skills.
• Have strong analytical and research skills with ability to guide client based on analytical data.
• Monthly monitoring, and creation of SLA adherence and process improvement based on output.
• Leveraging data to identify opportunities for operational improvement, payer adoption growth, and issue prevention.
• Highly motivated, self-starting, and proactive – not reactive. Maintain awareness of all active implementations, production support efforts, strategic programs, and roadmap initiatives impacting assigned accounts.
• Identify dependencies, risks, blockers, and competing priorities that may impact client outcomes.
• Ability to see the bigger picture and have demonstrated ability to use discretion and make sound decisions.
• Have HIPAA (Health Insurance Portability and Accountability Act) knowledge.
• Demonstrated leadership and ability to remain collaborative within high stakes environments (ability to remain calm during internal/external escalations)
• Serve as the primary operational escalation point for strategic payer partners, coordinating cross-functional resources through solutioning or issue resolution.
• You thrive in a rapidly changing and highly ambiguous environment.
• Can effectively manage complex projects end-to-end ensuring high levels of satisfaction and execution.
• Have knowledge of technical systems integration and internal operating systems e.g. Salesforce, Jira, Gainsight, Confluence.
• Experience with a large national payer with complex operational, implementation, escalation, and governance needs across multiple business units and technical platforms.

Skills

Required

• Strong interpersonal skills
• Team player
• Trusted problem-solver
• Exceptional customer service skills
• Strong analytical and research skills
• Ability to see the bigger picture
• HIPAA knowledge

Benefits

• Availity is a certified "Great Place to Work," "Best Workplaces for Technology Companies," "Best Workplaces for Women," and "Best Workplaces for Millennials!"
• Culture is important to us and there are many ways for you to make your mark here!
• We have several Diversity & Inclusion teams and various ways to engage with fellow Availity associates. "AvaiLadies," "Beyond Black," "HOLA," "Availity Pride," "VetAvaility," Young Professionals Group, and "She Can Code IT" are just some of the communities you can get involved in.
• Availity is a culture of continuous learning. We have many resources and experts across our organization to support your growth and career development.
• Competitive salary and incentive opportunities
• Generous HSA company contributions
• Medical, dental, and vision coverage beginning on day one
• 401(k) with company match
• Unlimited PTO for salaried associates plus nine paid holidays
• Wellness reimbursement of up to $250 annually
• Education reimbursement programs
• Paid parental leave for birth and adoptive parents
• Volunteer and community engagement opportunities