About the Role
Connexion Point is seeking a highly skilled Account Manager to oversee and grow strategic client relationships within our health‑insurance BPO portfolio. This role is ideal for someone who thrives in a fast‑paced, metrics‑driven environment and has deep experience managing enterprise accounts, particularly in the Medicare and health insurance ecosystem. You will serve as the primary point of contact for key clients, ensuring operational excellence, contractual compliance, and long‑term account expansion.
Key Responsibilities
Client Relationship & Strategic Management
Serve as the primary liaison for assigned clients, ensuring alignment between client goals and Connexion Point’s operational delivery.
Build and maintain strong executive‑level relationships with client stakeholders.
Participate in weekly touch base calls to ensure consistent alignment and delivery of goals.
Lead Business Reviews, performance deep dives, and strategic planning sessions.
Operational Oversight & Performance Management
Partner closely with Operations, Workforce Management, Training, and Quality teams to ensure delivery meets or exceeds contractual KPIs.
Monitor and interpret BPO performance metrics such as:
Conversion rates
AHT, ASA, and service levels
Compliance and quality scores
Enrollment performance
Identify performance gaps and drive cross‑functional action plans to improve outcomes.
Financial & Contract Management
Manage multi‑million‑dollar account portfolios with full accountability for revenue, margin, and forecasting accuracy.
Track and report on financial performance, including billing, change orders, and contract renewals.
Identify opportunities for account expansion, upsells, and new lines of business.
Scaling & Growth
Lead the planning and execution of account ramp‑ups, seasonal scaling (e.g., AEP/OEP), and new program launches.
Collaborate with Workforce and Operations to ensure staffing models, hiring plans, and training timelines support client demand.
Partner with Operations to develop scalable processes to support rapid growth while maintaining compliance and quality.
Medicare & Compliance Expertise
Ensure all programs adhere to CMS guidelines, Medicare marketing rules, and Connexion Point’s compliance standards.
Partner with compliance teams to manage audits, documentation, and regulatory updates.
Provide subject‑matter expertise on Medicare Advantage, PDP, and supplemental insurance programs.
Data, Insights & Reporting
Deliver clear, data‑driven insights to clients and internal leadership.
Translate complex operational data into actionable recommendations.
Maintain dashboards, scorecards, and executive‑level reporting.
Qualifications
5+ years of experience in BPO account management, client services, or operations.
Proven success managing large, multi‑million‑dollar accounts in a performance‑driven environment.
Strong understanding of Medicare, CMS regulations, and health insurance operations.
Demonstrated ability to scale accounts, lead large ramp‑ups, and manage seasonal fluctuations.
Exceptional analytical skills with experience using BPO metrics to drive performance.
Strong communication, negotiation, and executive‑presence skills.
Experience working cross‑functionally with operations, WFM, training, and quality teams.
Ability to thrive in a fast‑paced, high‑growth environment.
Preferred Experience
Prior experience in a healthcare BPO or contact center environment.
Background supporting Medicare AEP/OEP or other regulated insurance programs.
Familiarity with Salesforce, Tableau, or similar reporting tools.
About Integrity
Integrity is one of the nation’s leading independent distributors of life, health and wealth insurance products. With a strong insurtech focus, we embrace a broad and innovative approach to serving agents and clients alike. Integrity is driven by a singular purpose: to help people protect their life, health and wealth so they can prepare for the good days ahead.
Integrity offers you the opportunity to start a career in a family-like environment that is rewarding and cutting edge. Why? Because we put our people first! At Integrity, you can start a new career path at company you’ll love, and we’ll love you back. We’re proud of the work we do and the culture we’ve built, where we celebrate your hard work and support you daily. Joining us means being part of a hyper-growth company with tons of professional opportunities for you to accelerate your career. Integrity offers our people a competitive compensation package, including benefits that make work more fun and give you and your family peace of mind.
Headquartered in Dallas, Texas, Integrity is committed to meeting Americans wherever they are — in person, over the phone or online. Integrity’s employees support hundreds of thousands of independent agents who serve the needs of millions of clients nationwide. For more information, visit Integrity.com.
Integrity, LLC is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability, veteran status, or any other characteristic protected by federal, state, or local law. In addition, Integrity, LLC will provide reasonable accommodations for qualified individuals with disabilities.
Skills Required
- 5+ years of experience in BPO account management, client services, or operations.
- Proven success managing large, multi‑million‑dollar accounts in a performance‑driven environment.
- Strong understanding of Medicare, CMS regulations, and health insurance operations.
- Demonstrated ability to scale accounts, lead large ramp‑ups, and manage seasonal fluctuations (e.g., AEP/OEP).
- Exceptional analytical skills with experience using BPO metrics (AHT, ASA, conversion, service levels) to drive performance.
- Strong communication, negotiation, and executive‑presence skills.
- Experience working cross‑functionally with Operations, Workforce Management, Training, and Quality teams.
- Accountability for revenue, margin, forecasting, billing, change orders, and contract renewals.
- Prior experience in a healthcare BPO or contact center environment.
- Background supporting Medicare AEP/OEP or other regulated insurance programs.
- Familiarity with Salesforce, Tableau, or similar reporting tools.
What We Do
Integrity Marketing Group is a leading omnichannel insurtech platform and one of the nation's largest independent distributors of life and health insurance products. The company leverages data and proprietary technology to provide holistic health, life, and wealth solutions, primarily focusing on the senior market. It offers a broad platform of resources and tools to support its network of independent agents.
