Account Manager

Job Summary:

The Account Manager for Gold Kidney Health Plan will be responsible for managing broker onboarding, overseeing the ticketing system, and providing backup support for the Broker Service Team. The Account Manager will also play an integral role in supporting the sales team, ensuring the smooth operation of various business processes, and assisting with ad-hoc projects. This role requires a highly organized, detail-oriented, and customer-focused individual with the ability to manage multiple responsibilities in a fast-paced environment.

Key Responsibilities:

1. Broker Onboarding Management:

o Oversee the onboarding process for new brokers, ensuring that they are efficiently integrated into the Gold Kidney Health Plan system.

o Provide training, resources, and ongoing support to brokers as they transition into their roles.

o Ensure all necessary documentation and compliance requirements are met during the onboarding process.

2. Ticketing System Management:

o Manage and monitor the ticketing system for broker-related inquiries and issues.

o Ensure timely and accurate resolution of tickets, collaborating with relevant internal teams when necessary.

o Track and analyze ticketing trends to identify areas for improvement and streamline processes.

3. Broker Service Team Backup Support:

o Provide backup support to the Broker Service Team as needed, ensuring that broker inquiries are handled promptly and professionally.

o Assist with escalated issues and resolve them in a timely manner to maintain high customer satisfaction.

4. Sales Team Oversight:

o Assist in overseeing the activities and performance of the sales team, ensuring alignment with Gold Kidney Health Plan goals.

o Provide support to the sales team by ensuring they have the necessary tools, resources, and training to be successful.

o Collaborate with the sales team to ensure a smooth flow of information between departments and that brokers receive the best possible service.

5. Ad-Hoc Projects & Other Duties as Assigned:

o Take on special projects as directed by leadership, ensuring successful and timely completion.

o Provide ongoing support for various business operations as needed, adapting to shifting priorities and company needs.

Qualifications & Skills:

· Bachelor’s degree in Business Administration, Healthcare, or related field preferred.

· Proven experience in account management, customer service, or a similar role, within a healthcare or insurance environment.

· Strong organizational skills with the ability to manage multiple tasks and meet deadlines.

· Excellent communication skills (both written and verbal), with a customer-focused attitude.

· Familiarity with ticketing systems, CRM tools, or similar software.

· Ability to work independently as well as collaborate effectively with internal teams.

· Strong problem-solving skills with a focus on continuous improvement.

· Experience working with brokers or sales teams is a plus.