ABOUT ADVANTMED
Advantmed is a leading provider of risk adjustment, quality improvement, and value-based solutions to health plans and providers. We drive market leading performance with integrated technology, service, and program solutions that improve the risk adjustment and quality programs of our partners. Our solutions focus on identifying, managing, and documenting risk and quality performance, and the proactive clinical engagement of high acuity populations.
Job Summary
The IHA Account Manager (PAM—Prospective Services Account Manager) is the client-facing operations subject matter expert for In-Home Health Assessment programs, from implementation through ongoing delivery. The PAM works with Operations, Planning, Implementation, and Client Success to meet client requirements, ensure delivery of production goals and SLAs, resolve escalations promptly, and manage process changes effectively. This is a non-sales individual contributor role.
Key Responsibilities
Client Communication
- Support in new client implementation calls with clients as an Ops SME. Review requirements and liaise with Operations Teams on deliverables
- Attend weekly client calls led by Client Success Team as an Ops SME on calls. This may be video calls via MS Teams.
- Share production plans with clients and explain the reasons for any changes. Answer pertinent questions
- Present IHA guidelines on client calls and answer related questions.
- Support discussions related to the client portal, including queries, requested changes, and solutions.
- Participate in discussions related to additional volume and liaise with internal teams as needed.
Service Delivery & Coordination
- Address client service questions and escalations.
- Support the complaint handling process, including closing the loop with clients.
- Review project health and liaise with Operations when status is Amber or Red to develop a Plan of Action (POA). POA formulation is the responsibility of the Operations/Planning Team; presenting the POA to the client is the responsibility of the PAM.
- Coordinate with Operations and support items critical to client SLAs.
- Liaise with respective teams to manage client deliverables.
- Monitor tasks to ensure timely close-looping with the client and Front Office.
- Support the Process Change Request process by facilitating discussions with Operations and supporting solutioning once approved, including follow-up with Operations and communication with the PM/CE teams.
- Participate in cross-functional OKRs and Initiatives led by various teams
- Review all client-facing ad hoc reports prepared by the Planning Team to ensure they align with client needs.
