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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in strategic account management within the Healthcare sector, focusing on revenue retention, expansion, and compliance with regulatory standards such as HIPAA and CMS. Proven ability to build executive relationships and drive operational excellence through data-driven insights and multi-year account planning.
Highest-signal resume keywords
Strategic Account ManagementHealthcare Regulatory ComplianceRevenue Retention and ExpansionExecutive Relationship BuildingAI and Digital Transformation Initiatives
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account P&L ManagementMargin ManagementContract ComplianceChange-Order ManagementRFP Response ManagementUpsell and Cross-Sell StrategiesOperational Performance MeasurementForecasting and Financial MonitoringNegotiation SkillsRisk Management
Soft Skills
Executive PresenceRelationship BuildingAccountabilityCollaborationCommunication
Tools & Technologies
AI-Enabled SolutionsAutomation ToolsAnalytics PlatformsDigital ChannelsContact Center Operations
Certifications & Qualifications
Bachelor's DegreeMBA or Relevant Advanced Degree
Industry Keywords
HealthcareBPOCXManaged ServicesHealth PlansPayersProvidersHealth-TechCompliance StandardsMulti-Program Relationships
About the role
Key responsibilities & impact- Serve as the primary relationship owner and executive point of accountability for assigned strategic Healthcare clients
- Build multi-level relationships with C-suite, VP, operations, procurement, and compliance leaders
- Develop deep knowledge of clients' businesses, lines of business, member and patient populations, and strategic priorities
- Advise clients on member and patient experience, regulatory pressures, and operating model evolution
- Lead QBRs, executive business reviews, and annual strategic planning sessions
- Identify and manage account risk and escalations, building recovery plans when needed
- Own renewal strategy and lead negotiations for renewals, extensions, and amendments
- Own revenue retention, expansion, and margin performance
- Build and execute multi-year account plans with relationship mapping, whitespace analysis, and growth targets
- Identify and close upsell and cross-sell opportunities across business lines, programs, channels, back-office services, and delivery locations
- Plan and lead seasonal and program ramps, including Annual and Open Enrollment periods
- Partner with Solutions, Finance, and Legal on proposals, pricing, SOWs, and commercial models
- Lead RFP responses and competitive re-bids
- Position AI-enabled CX, automation, analytics, and digital solutions
- Partner with Delivery leadership to ensure SLA attainment, quality, and operational excellence
- Monitor account financials, including revenue, gross margin, staffing, utilization, productivity, and invoicing accuracy
- Maintain forecasts for revenue, renewals, expansion, and risk
- Ensure contract compliance and disciplined change-order management
- Ensure delivery meets HIPAA, CMS, state-level, and client security and audit requirements
- Translate operational performance into measurable business value
- Coordinate Operations, Delivery, Workforce Management, Quality, Training, Technology, Automation, Compliance, Information Security, Legal, and Finance
- Drive accountability across internal teams and partner with Healthcare Business Development on opportunities
Requirements
What you’ll need- 12+ years of experience in BPO, CX, or managed services, including 7+ years in strategic account management or client partner roles
- Proven success owning and growing large, complex enterprise Healthcare accounts (multi-program, multi-site, multi-million-dollar relationships)
- Demonstrated track record of retaining and expanding strategic accounts, including leading major renewals and competitive re-bids
- Deep experience supporting payers, health plans, providers, and/or health-tech organizations
- Strong working knowledge of Healthcare regulatory and compliance environments, including HIPAA, CMS, and state-level requirements
- Executive presence and ability to build trusted relationships with C-suite client stakeholders
- Strong commercial and financial acumen, including account P&L, margin management, pricing, and deal structuring
- Familiarity with contact center operations, digital channels, and back-office services (e.g., claims, enrollment, member services, provider services)
- Experience working with global, right-shored delivery models
- Experience bringing AI, automation, analytics, or digital transformation initiatives into existing client relationships
- Bachelor's degree required
- MBA or relevant advanced degree preferred
Benefits
Comp & perks- Medical insurance
- Dental insurance
- Vision insurance
- Employee Assistance Program
- Life and Accidental Death & Dismemberment insurance
- Short Term Disability
- Long Term Disability
- Accident insurance
- Critical Illness insurance
- Hospital Indemnity
- Legal benefits
- Identity Protection
- Pet Insurance
- 401k
- Paid time off (PTO)
- Colorado Paid Sick and Safety Leave, per applicable state law provisions and Company policy