Senior Account Representative

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

At Zelis, the Account Manager of Client Services plays a pivotal role in driving client and organizational success. As a trusted strategic partner, you serve as an expert point of contact for clients, ensuring the highest levels of satisfaction, operational excellence, and issue resolution.

You will independently manage a portfolio of clients, lead initiatives to improve client experience, and act as a subject matter expert in healthcare pricing and reimbursement. In addition to supporting daily service operations, you will identify opportunities for improvement, proactively recommend solutions, and collaborate across departments to drive results. You will also provide mentorship to peers and help shape processes that impact the broader client services function.

What you will do: 

• Serve as the primary point of contact for clients, managing inquiries, escalations, and strategic account support across Zelis products and services. 

• Proactively identify and lead initiatives to enhance the client experience, optimize support workflows, and resolve root-cause issues. 

• Track and analyze help desk ticket volumes, SLA compliance, trends, and performance metrics to drive process improvements. 

• Manage complex issues independently, including triaging multi-stakeholder escalations and resolving client concerns with minimal supervision. 

• Conduct regular strategic client calls to review progress, resolve issues, align on goals, and build long-term relationships. 

• Provide advanced training and guidance to clients on product functionality, processes, and best practices. 

• Create, maintain, and disseminate internal and external documentation to support consistent knowledge-sharing and onboarding. 

• Collaborate with cross-functional teams (Product, Operations, Implementation, etc.) to deliver a seamless and integrated “One Zelis” client experience. 

• Act as a subject matter expert (SME) in Medicare pricing, reimbursement methodologies, and Zelis platform capabilities. 

• Mentor junior team members, sharing expertise and guiding team development in process understanding and client communication. 

• Contribute to team and company-wide knowledge management efforts, documentation, and continuous improvement strategies. 

• Participate in strategic planning, reporting, and communication of service delivery performance to leadership and stakeholders. 

What you will bring: 

• Bachelor’s degree preferred; Master’s degree preferred.