Account Manager, National Accounts
About This Role
Cobalt Benefits Group is seeking a highly skilled National Accounts Account Manager to oversee the service delivery and daily relationship management for strategic clients with 1,000+ covered lives. This role is focused on responsiveness, claims resolution, and proactive client support at a concierge level. The Account Manager, National Accounts partners closely with the National Accounts Account Executive, ensuring a seamless client experience while driving operational excellence, timely communication, and resolution of complex issues.
- Serve as the primary day-to-day contact for national account clients and brokers, ensuring timely and effective responses.
- Acknowledge all client and broker emails within one business day and provide clear, accurate updates on resolution timelines.
- Partner with the National Account Executive to maintain strategic client relationships, ensuring consistency across executive and operational communications.
- Provide proactive outreach on operational updates, claims activity, and service trends impacting the client.
- Monitor and manage claim escalations, appeals, and high-touch service issues in collaboration with internal claims teams.
- Lead root cause analysis and ensure closure of recurring issues with full documentation.
- Identify trends in claims or service activity and escalate patterns to leadership for long-term resolution.
- Leverage centralized service channels to monitor inquiries, ensuring tasks are routed and resolved with accountability.
- Partner cross-functionally with all SBU’s including Finance, Claim Operations, Curated Solutions, Reporting, and Stop-Loss to maintain seamless execution of client requirements.
- Collaborate with Health Productivity Analytics Consulting (HPAC) team to provide clients with accurate data and insights that inform plan performance meetings.
- Review and quality-check service materials, claims documentation, and client deliverables before distribution.
- Ensure compliance with all national account service standards, regulatory requirements, and internal SLAs.
- Maintain Salesforce records to track service activity, escalations, and client communications.