Senior Account Representative

What you will do:

• Serve as the primary point of contact for clients, managing inquiries, escalations, and strategic account support across Zelis products and services.

• Proactively identify and lead initiatives to enhance the client experience, optimize support workflows, and resolve root-cause issues.

• Track and analyze help desk ticket volumes, SLA compliance, trends, and performance metrics to drive process improvements.

• Manage complex issues independently, including triaging multi-stakeholder escalations and resolving client concerns with minimal supervision.

• Conduct regular strategic client calls to review progress, resolve issues, align on goals, and build long-term relationships.

• Provide advanced training and guidance to clients on product functionality, processes, and best practices.

• Create, maintain, and disseminate internal and external documentation to support consistent knowledge-sharing and onboarding.

• Collaborate with cross-functional teams (Product, Operations, Implementation, etc.) to deliver a seamless and integrated "One Zelis" client experience.

• Act as a subject matter expert (SME) in Medicare pricing, reimbursement methodologies, and Zelis platform capabilities.

• Mentor junior team members, sharing expertise and guiding team development in process understanding and client communication.

• Contribute to team and company-wide knowledge management efforts, documentation, and continuous improvement strategies.

• Participate in strategic planning, reporting, and communication of service delivery performance to leadership and stakeholders.

What you will bring:

• Bachelor's degree preferred; Master's degree preferred.

• Minimum of 4 years of relevant experience, preferably within the healthcare insurance industry required.

• Strong knowledge of Medicare pricing, reimbursement practices, and healthcare claims processing.

• Demonstrated ability to manage client relationships independently and deliver a consultative, high-touch service experience.

• Proven experience in identifying process inefficiencies and leading initiatives to resolve or improve them.

• Exceptional written and verbal communication skills; capable of influencing and guiding stakeholders across all levels.

• Strong analytical and problem-solving capabilities; able to handle complex data, systems, and client challenges.

• Highly organized with strong time-management skills; able to prioritize multiple projects in a fast-paced environment.

• Proficiency in Microsoft Office applications; experience with JIRA and Visium preferred.

• Collaborative, proactive, and results-driven with a commitment to continuous learning and innovation.

Please note at this time we are unable to proceed with candidates who require visa sponsorship now or in the future.

Location and Workplace Flexibility

We have offices in Atlanta GA, Boston MA, Morristown NJ, Plano TX, St. Louis MO, St. Petersburg FL, and Hyderabad, India. We foster a hybrid and remote friendly culture, and all our employee's work locations are based on the needs of the position and determined by the Leadership team. In-office work and activities, if applicable, vary based on the work and team objectives in accordance with Company policies.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We welcome applicants from all backgrounds and encourage you to apply even if you don't meet 100% of the qualifications for the role. We believe in the value of diverse perspectives and experiences and are committed to building an inclusive workplace for all.

Accessibility Support
We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com.

Disclaimer

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities, duties, and skills from time to time.