Account Manager

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

A Brief Overview
Examines sales, account management, and business retention metrics for products and services in support of profitable growth and other business objectives. Controls strategic business plans for accounts and customer relationships, focusing on revenue growth, member retention, and achievement of financial objectives.

What you will do

• Under general supervision, manages a portfolio of client accounts, ensuring high levels of customer satisfaction, retention, and account growth.
• Analyzes complex client data, account performance, and market trends to identify opportunities for account expansion, upselling, and cross-selling.
• Develops complex account plans and strategies to maximize revenue generation, mitigate risks, and achieve account growth targets.
• Conducts routine business reviews with clients, discussing performance metrics, identifying areas for improvement, and making recommendations to optimize account outcomes.
• Collaborates with internal stakeholders, such as sales, marketing, and product teams, to align account strategies, deliver value-added solutions, and enhance customer experience.
• Designs and delivers client presentations, proposals, and reports to showcase account performance, highlight opportunities, and drive engagement.
• Implements proactive account management and customer support, addressing client inquiries, resolving issues, and ensuring a smooth and positive client experience
• Collaborates with cross-functional teams to ensure timely and accurate delivery of client projects, products, and services, meeting client expectations and driving customer satisfaction.
• Identifies and assesses risks within client accounts, developing mitigation strategies and action plans to proactively address challenges and ensure long-term success.
• Own day-to-day relationships related to internal and external processes including installations, SPD's, SBC’s, LGIT, agreements, PGs, claim audits, escalated claims & customer service issues, etc.
• Communicate customer benefit changes and ensure collaboration with all team members to successfully implement changes.
• Monitor billing activity and ensure timely payments.
• Ensure ID cards are accurate and produced on time.
• Collaborate with the internal team to ensure all appropriate systems are accurately coded.
• Follow through on outstanding issues in partnership with the assigned PSL (e.g., claims and administration issues) to the point of resolution.
• Look for opportunities to improve auto adjudication opportunities and rates.
• Implement and execute the OE strategy and all related actions (Communications, Client Meetings including scheduling, Fulfillment, etc.).
• Support the Account Executive, as needed, in the development and execution of sales strategies.
• Support the Account Executive, as needed, in the development and delivery of renewals, annual accounting, and performance guarantees.
• Schedule, facilitate and lead operationally oriented client meetings or the development of operationally oriented content.
• Direct the administrative team in the organization/distribution of presentation materials and maintain customer service logs, including activities and initiatives.
• Serve as Aetna’s primary liaison with third-party vendors.
• Facilitate delivery of standard monthly reports (Date Claim Incurred, Large Claim, Aetna Navigator, etc.) and review for trends.
• Coordinate ad hoc reporting needs
• Coordinate annual accountings for self-funded customers.
• Partner with Account Executive on management of open escalated items and next steps; escalate issues, as appropriate, to internal management teams (Public & Labor Market Head / DSS, Plan Sponsor Services Team Leaders, Service Center Division Managers, etc.).
• Communicate network changes/activiti