Employer Client Account Manager

The Client Account Manager is responsible for the day-to-day management and overall client experience for assigned XO Health employer clients. This role serves as a primary point of contact for clients, ensuring timely communication, issue resolution, effective execution of client requests, and successful delivery of ongoing services and commitments.

The Client Account Manager will develop strong working relationships with employer clients and their key stakeholders. The role will collaborate closely with internal XO Health teams and external partners to address issues, coordinate activities, deliver reporting, and execute client initiatives.

This is a highly collaborative, hands-on role that requires strong judgment, organization, communication skills, and the ability to manage multiple priorities in a fast-paced startup environment. The ideal candidate brings a strong understanding of self-funded employer health benefits and is comfortable taking ownership, navigating ambiguity, identifying solutions, and stepping outside of traditional role boundaries when needed to support the client and the business.

Key Responsibilities

Client Relationship Management

• Serve as the primary day-to-day point of contact for assigned employer clients.
• Develop and maintain strong, trusted relationships with clients and key stakeholders.
• Ensure client questions, requests, and concerns are acknowledged, coordinated, and resolved in a timely manner.
• Own client issues through resolution by partnering closely with Network, Operations, Member Experience, Claims, Clinical, Technology, Finance, Sales, and other XO Health teams to support client needs.
• Proactively communicate status, risks, issues, and opportunities to clients and internal leadership.
• Facilitate regular client meetings and ensure appropriate follow-up and accountability.
• Lead and participate in client Open Enrollment meetings and activities.
• Prepare and deliver recurring client reporting packages, presentations, and operational updates.
• Prepare materials and presentations for client meetings, business reviews, Open Enrollment, and other client-facing activities.

Project Management

• Lead client-specific projects and initiatives as requested by the client or XO Health leadership.
• Develop project plans, timelines, deliverables, and communication strategies.
• Coordinate cross-functional resources and maintain accountability for project milestones.
• Facilitate project meetings and provide regular status updates.
• Ensure successful transition of completed projects into ongoing operational processes.

Industry & Regulatory Knowledge

• Maintain a deep understanding of self-funded medical and pharmacy benefit design and how benefits are administered and delivered to employer groups.
• Maintain knowledge of applicable regulatory requirements, including the Affordable Care Act (ACA), Consolidated Appropriations Act (CAA), ERISA, Mental Health Parity requirements, and other applicable federal and state regulations.

Startup & Continuous Improvement

• Operate effectively in a fast-paced, evolving startup environment where priorities may change quickly.
• Demonstrate flexibility and willingness to take on responsibilities outside of traditional account management functions when needed.
• Bring a solutions-oriented mindset and the ability to operate effectively when processes or answers are not yet fully defined.

Qualifications

• Bachelor's degree in Business, Healthcare Administration, or a related field.
• Minimum of 5 years of experience in employer client account management, self-funded health plan administration, health insurance operations, or a closely related role.
• Active Life and Health insurance license, or ability to obtain the license within 90 days of hire.
• Demonstrated experience managing relationships with employer clients and key stakeholders, including brokers, consultants, benefits administrators, or other healthcare partners.
• Demonstrated understanding of self-funded medical and pharmacy benefit design.
• Working knowledge of ACA, CAA, ERISA, Mental Health Parity, and other applicable regulatory requirements.
• Experience leading or participating in employer Open Enrollment meetings.
• Demonstrated ability to manage multiple priorities, projects, and client needs simultaneously.
• Excellent written and verbal communication skills, with the ability to communicate effectively with clients, senior leadership, and cross-functional teams.
• Ability to travel up to 25%, based on season and client needs.
• Experience and proficiency with Microsoft Office, including Excel and PowerPoint, and AI platforms such as Claude and ChatGPT.