Director of Account Management

Join the dynamic journey at the company, where we're passionate about transforming care for individuals with complex needs.

We’re more than just a team; we're a close-knit community. Our shared commitment to caring for each other and those we serve is what sets us apart. Guided by our unwavering core values: Excellence, Compassion, Curiosity, and Integrity, we forge paths of success together. Join us in this transformative movement where you can contribute to making a profound difference every day.

At the company, our mission is to provide comprehensive care for more quality days at home.

About the job

As the Director of Account Management, you will build and lead the success, growth, and retention of our health plan partnerships. A key focus of this role is ensuring clients achieve measurable outcomes through the successful adoption and expansion of the company’s core CalAIM lines of business - Enhanced Care Management (ECM) and Community Supports (CS) - along with our active California Integrated Care Management (CICM) partnerships.

This role combines strategic partnership leadership and growth accountability. You will guide account strategy, ensure successful delivery across complex value-based healthcare partnerships, and drive portfolio growth through renewals, expansions and strong client outcomes. Deep working knowledge of Medi-Cal managed care contracting and CalAIM benefit categories is essential. The Manager of Account Management acts as both senior relationship lead and internal orchestrator, ensuring cross-functional teams deliver measurable value for clients while maintaining strong financial performance.

Kindly note we are only considering applicants in California at this time.

What you'll do

Client Portfolio Success

• Serve as the relationship owner for our value-based health plan partnerships

• Build trusted relationships across multiple stakeholders at the plan

• Understand client strategic priorities, population health goals, and success metrics

• Act as the primary advocate for client needs

• Ensure long-term client satisfaction, retention, and strategic alignment

• Establish and maintain scalable processes and playbooks for account management

Contract & Performance Stewardship

• Drive successful adoption and performance of ECM and support other active partnerships

• Monitor performance against contracted metrics including Medi-Cal/DHCS requirements and CalAIM program deliverables for referral acceptance, member engagement, and care plan completion

• Owns the day-to-day relationship against the MSAs and contract terms (e.g., SLAs)

Strategic Growth & Retention

• Own revenue realization including contract renewals, rate negotiations and amendments

• Develop and own strategic account plans that identify risks, opportunities, and growth pathways

• Identify upsell and cross-sell opportunities as clients expand program adoption, including expansion into additional CalAIM Community Supports Programs.

• Forecast revenue and account health across the portfolio

Strategic Reviews

• Lead Monthly or Quarterly Business Reviews with clients

• Monitor KPIs, SLAs, and operational outcomes, translating performance into business impact (ROI, savings, quality and growth)

• Track DHCS policy and CalAIM program changes and translate them into partner-facing guidance and account strategy

Operational Liaison

• Coordinates eligibility files, claims/encounter data exchange, and authorization workflows between systems

• Troubleshoots data discrepancies (enrollment mismatches, claims denials, encounter data rejections) and works with the health plan — often the most time-consuming part of the job

• Manages escalations when service delivery breaks down

Reporting & Analytics

• Understands how the health plan's quality and outcomes metrics and contracted quality incentive payments are measured and how quality incentive payments work

• Builds and delivers regular performance and quality dashboards

• Be conversant in the plan's own analytics

Regulatory & Compliance Awareness

• Understands the regulatory environment and Medicaid managed care rules and state-specific mandates such as CalAIM in California

• Ensures the vendor's service delivery remains compliant with the plan's regulatory obligations

Cross-Functional Internal Coordination

• Acts as the internal voice of the client

• Coordinates internally across internal teams: clinical, IT/data, finance, and legal to solve plan issues

• Often the first to sense contract risk and must escalate internally before it becomes a retention crisis

Your experience and qualifications

• Bachelor's degree in Healthcare Administration, Business Administration, or a related field required; advanced degree (MBA, MHA, or similar) preferred.

• 10+ years of experience in account management, client partnerships, or strategic client success working with organizations servicing health plans in government-sponsored lines of business, including 5+ years with managed Medicaid and CalAIM.

• Direct working knowledge of Enhanced Care Management (ECM) required; familiarity with California Integrated Care Management (CICM) and Community Supports (CS) highly preferred.

• Experience partnering with health plans, value-based care organizations, health systems, and community-based provider networks, including ECM Lead Entities.

• Strong understanding of Medi-Cal managed care contracting, DHCS requirements, and CalAIM policy guides.

• Strong commercial acumen, including experience with contracts, pricing models, and margin management.

• Track record of managing a high-value client portfolio, with measurable success in retention and partnership expansion.

• Exceptional interpersonal and executive communication skills with the ability to build trusted relationships across clinical, operational, and executive stakeholders.

• Working knowledge of healthcare regulatory and compliance standards, including HIPAA and other requirements relevant to payer and provider partnerships.

• Experience using CRM platforms and reporting tools to monitor client performance, pipeline, and account health. Hubspot experience is highly preferred.

• Willingness and ability to travel up to 25% for client meetings and team collaboration.

ADDITIONAL INFORMATION

• The hiring process for this role may consist of applying, followed by a phone screen, online assessment(s), interview(s), an offer, and background/reference checks.

• Background Screening: A background check, which may include a drug test or other health screenings depending on the role, will be required prior to employment.

• Job Description Scope: This job description is not exhaustive and may include additional activities, duties, and responsibilities not listed herein.

• Vaccination Requirement: Employees in patient, client, or customer-facing roles must be vaccinated against influenza. Requests for religious or medical accommodations will be considered but may not always be approved.

• Employment Eligibility: Compliance with federal law requires identity and work eligibility verification using E-Verify upon hire.

• Equal Opportunity Employer: At the company Inc., we embrace diversity and are committed to fostering an inclusive workplace. We value all applicants regardless of race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other protected group under federal, state, or local law.

• Environmental Conditions and Physical Requirements: Works with the company patients/clients remotely and/or in-person. Successfully performs the essential duties and responsibilities of the position through the use of physical activities as described below:

• Regularly requires sitting, standing, walking, talking, use of hands, listening, and observing.

• Regularly requires working at a computer for an entire shift (with appropriate breaks).

• Regularly requires use of laptop and video-conferencing technology.

• Occasionally requires reaching, stooping, bending, kneeling, and lifting items weighing 25 pounds or less.

• Occasional travel may be required to perform job duties, attend training, or company events.