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Position Summary
The Account Manager is responsible for managing and supporting an assigned segment of one of Aetna International's largest and most complex global client relationships. This role serves as the primary point of contact for a defined group of client stakeholders within designated geographic regions, providing strategic account management, operational support, and consultative guidance to ensure a high level of service and client satisfaction.
Operating within a highly customized service environment supporting globally distributed populations, the Account Manager partners closely with client contacts, internal business partners, and external vendors to resolve complex issues, drive service improvements, and execute account strategies aligned with client objectives and organizational goals.
The successful candidate will balance strategic relationship management with day-to-day operational support, while navigating complex healthcare and administrative challenges across multiple regions, cultures, and time zones.
Key Responsibilities
- Serve as the primary account management contact for assigned client stakeholders within designated geographic regions, building trusted relationships and ensuring a high level of client satisfaction.
- Provide proactive account management support aligned with client objectives, contractual commitments, and organizational business goals.
- Lead client meetings, training sessions, and presentations, communicating operational updates, service enhancements, trends, and recommendations.
- Coordinate and resolve complex issues involving benefits administration, eligibility, claims processing, provider reimbursement, medical assistance, care coordination, and access to healthcare services worldwide.
- Partner with internal departments including Operations, Clinical Services, Network Management, Medical Assistance, Claims, Product, and Technology teams to drive timely issue resolution and enhance service delivery.
- Monitor service performance, client trends, escalations, and key performance indicators (KPIs) to identify opportunities for improvement and proactively address service risks.
- Support global healthcare access initiatives by collaborating with vendor and network partners to address provider access challenges and improve network adequacy within assigned regions.
- Identify service gaps, determine root causes, and develop actionable solutions to enhance the client and member experience.
- Develop and deliver ongoing education, training, and communication programs for client stakeholders to support a continuously changing population, ensuring awareness of benefits, processes, resources, and available services.
- Create and maintain educational materials, account resources, and training content to support onboarding and knowledge transfer for newly assigned client contacts and stakeholders.
- Ensure adherence to service level agreements (SLAs), standard operating procedures (SOPs), compliance requirements, and escalation protocols.
- Coordinate and support member-facing communications, educational materials, provider directories, client microsites, and other account-specific resources to ensure accuracy and alignment with client expectations.
- Serve as an advocate for client needs by effectively communicating priorities and business requirements across cross-functional teams.
- Support implementation of process improvement initiatives that enhance operational efficiency, consistency, and service outcomes.
- Maintain accurate account documentation, issue logs, service reports, and action plans to ensure effective communication, follow-through, and accountability.
- Manage time-sensitive communications and client requests across multiple geographic regions and time zones with professionalism, urgency, and responsiveness.
- Identify emerging trends, risks, and opportunities impacting client populations and provide recommendations to improve healthcare access, member experience, and overall account performance.
Required Qualifications
- 3 years experience in Client Relationship Management
- Problem Solving and Issue Resolution
- Customer Service Excellence
- Strategic Account Management
- Healthcare Operations and Service Delivery
- Cross-Functional Collaboration
- Executive and Client Communication
- Data Analysis and Performance Reporting
- Process Improvement
- Project Coordination
Preferred Qualifications
- Global Healthcare and International Benefits Knowledge
- Stakeholder Education and Training
- Vendor and Network Management
- Global Cultural Awareness
Education
Bachelor's Degree or equivalent years of service in the health care industry.
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$43,888.00 - $76,500.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
Skills Required
- 3 years of experience in client relationship management
- Problem solving and issue resolution
- Customer service excellence
- Strategic account management
- Healthcare operations and service delivery
- Cross-functional collaboration
- Executive and client communication
- Data analysis and performance reporting
- Process improvement
- Project coordination
- Bachelor's degree or equivalent years of service in the healthcare industry
- Global healthcare and international benefits knowledge
- Stakeholder education and training
- Vendor and network management
- Global cultural awareness
CVS Health Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about CVS Health and has not been reviewed or approved by CVS Health.
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Healthcare Strength — Health coverage includes medical, dental, and vision with HSA-eligible options, free preventive care, virtual care, and access to MinuteClinic services. Mental-health resources such as counseling support are emphasized, and coverage is often considered solid for full-time colleagues.
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Retirement Support — A dollar-for-dollar 401(k) match up to 5% after one year and an Employee Stock Purchase Plan are consistently highlighted in Total Rewards materials. Feedback suggests retirement programs are a meaningful strength within the overall package.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings include up to 20 no-cost counseling sessions per issue, backup care, tuition assistance, and substantial in-store discounts, alongside broader wellness tools. These everyday perks expand value beyond base pay and can be especially meaningful for full-time schedules.
CVS Health Insights
What We Do
CVS Health is the leading health solutions company that delivers care in ways no one else can. We reach people in more ways and improve the health of communities across America through our local presence, digital channels and our nearly 300,000 dedicated colleagues – including more than 40,000 physicians, pharmacists, nurses and nurse practitioners. Wherever and whenever people need us, we help them with their health – whether that’s managing chronic diseases, staying compliant with their medications, or accessing affordable health and wellness services in the most convenient ways. We help people navigate the health care system – and their personal health care – by improving access, lowering costs and being a trusted partner for every meaningful moment of health. And we do it all with heart, each and every day.
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