Account Support Specialist

We're building a world of health around every individual , shaping a more connected, convenient and compassionate health experience.

In this role, you will be an integral part of the account support team, working alongside the Client Success Executive/Manager and Client Operations Owner (COO) to ensure seamless operational execution for our health plan partners.

Responsibilities:

• Act as the Subject Matter Expert (SME) and operational owner for member journey processes and client collateral, guiding clients through process requirements, implementing requested updates, resolving ad-hoc inquiries, tracking open action items, and ensuring timely follow-through
• Own the end-to-end meeting documentation process for both client-facing calls and internal team syncs, including preparing and circulating agendas and decks, capturing comprehensive meeting minutes, and tracking action items
• Capture, document, and track open items and deliverables resulting from client meetings and ongoing email correspondence
• Manage routine ad-hoc client inquiries, collaborating across internal departments to gather information, and delivering timely responses
• Coordinate the intake, internal routing, and client-facing resolution of member grievances
• Partner with internal teams (Production, Business Analysts, Data Relationship Managers) to keep operational workflows moving and maintain alignment on account priorities
• Document and clearly communicate unique client nuances within client profiles, account records, and tracking sheets
• Serve as backup coverage for the Client Success Manager/Executive or Client Operations Owner as needed
• Serve as primary account contact and communication for smaller accounts or lines of business

Required Qualifications:

• 2 to 4 years of relevant experience in operations, client support, or administrative account coordination
• 2 to 4 years stakeholder management
• Direct client-facing experience with a focus on clear verbal and written communication
• Strong proficiency in Google Suite (Gmail, Sheets, Slides) and Microsoft Excel for organization and tracking
• Familiarity with project management or collaboration tools (Asana, Jira, Confluence, PowerBI- user level not developer)
• Proven track record in meeting administration across internal and external calls (agenda preparation, detailed notetaking, and action item tracking)
• Strong organizational skills with the ability to coordinate across internal teams to resolve client requests
• Meticulous self-starter with excellent task prioritization skills in a remote, fast-paced environment
• Confidence to explain operational processes and seek clarification when navigating complex situations
• Demonstrated expertise in reviewing, analyzing, and organizing data using Excel

Preferred Qualifications:

• Knowledge of Medicare, Medicaid, Commercial plan structures – how plans are paid for Member coverage
• Strong commitment to exceeding role expectations and consistently delivering an exceptional client experience
• Familiarity with AI agent technologies and their application in analyzing data, identifying insights, and efficiently answering complex questions
• Proficiency in copywriting, proofreading, or editing, with strong attention to detail and clarity
• Demonstrated experience being the primary facilitator and presenter to clients and matrixed team several times a week over a sustained period of 1+ years.

Education:

• Bachelor’s degree in business, health care, operations management, or related field. An equivalent combination of experience and training may be considered instead of a formal degree.

Benefits:

• Medical, dental, and vision coverage
• Paid time off
• Retirement savings options
• Wellness programs
• Other resources, based on eligibility