Manager, Account Management

Company Description

Covista is America's largest healthcare educator, serving more than 97,000 students and supported by a community of 385,000 alumni across five accredited institutions. Through personalized, tech-enabled education powered by 10,000 faculty and colleagues, Covista expands access to healthcare careers and addresses the U.S. healthcare workforce shortage at scale. Covista is the parent company of American University of the Caribbean School of Medicine, Chamberlain University, Ross University School of Medicine, Ross University School of Veterinary Medicine and Walden University.

Our colleagues come from a wide range of backgrounds, business, academia, healthcare, government and nonprofits, and are part of a culture where doing exceptional work and making a meaningful difference for students and society aren't separate goals—they're one and the same. This means creating an environment where colleagues can develop new skills, build careers that match their ambitions and see the tangible impact of their work on healthcare education and workforce development. Colleagues who deliver results and embrace new tools to work smarter are valued for their contributions. But what makes working at Covista distinctive is our impact. Our faculty and colleagues don't just support healthcare education—they shape it. This isn't abstract purpose work. It's solving real problems for real people in real communities while advancing careers.

We operate on a hybrid schedule with four in-office days per week (Monday–Thursday). This approach enhances creativity, innovation, communication, and relationship-building, fostering a dynamic and collaborative work environment.

For more information, visit covista.com and follow us on LinkedIn, Instagram and YouTube.


 

Job Description

The Manager, Account Management is responsible for the overall processes, training, evaluation and support for student finance/accounts receivable services. The Manager, manages day to day operations and handling of all student issues, as well as assessing and measuring the effectiveness of services provided. This position may also assist, design and implement programs that foster student success and customer service as well as contribute to the accomplishment of the operational objectives for the academic partners and organization.  Works in a contact center environment that supports students regardless of service modality. Reports directly to the Director, Student Finance. This leader is charged with being a role model for the organization Covista values and fosters a culture of CARE consistent with organization's mission, vision, and purpose.
 

• Directs and manages an Account Management team and provides leadership in order to continually improve academic partner services
• Provides leadership to promote and maintain integrity, accuracy and timeliness in the delivery of service and advisement to students, ultimately ensuring a positive student experience.
• Ensures that the department is appropriately staffed which includes interviewing candidates, making hiring/promotion decisions, and ensuring all colleagues understand their role and responsibility
• Evaluates and reviews current customer service practices and processes and advises management on recommendations for improvement.
• Provides management with tracking, reporting, and assessment of outcomes.
• Leads in the development of Account Management Representatives that have an integral role in the overall customer service initiative
• Develops, implements, and monitors schedules that provide effective coverage to ensure quality.
• May prepare department staffing and budget plans and maintain adequate staffing while remaining within service level
• Counsels escalated student concerns and strives to resolve student financial aid issues in a timely and professional manner
• Demonstrates and communicates current, detailed and accurate knowledge of University policies, Title IV, Military/Veteran’s Affairs, international and state regulations to prospective and current students. Communicates the policies and procedures in a manner that displays deep understanding of the rationale and the value of the policy or procedure to the student.
• Ensures that staff has the needed tools and resources to assists applicants/students with making informed tuition and investment decisions by providing accurate and helpful Student Finance counsel.
• Identify and shares best practices with the department members to ensure that all st