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.