Account Manager

Job SummaryThe Account Manager is responsible for managing and maintaining strong relationships with corporate clients, ensuring the successful delivery of TPA and medical insurance services.

The role serves as the primary point of contact for assigned clients, ensuring high customer satisfaction, contract retention, issue resolution, and continuous improvement of service quality.

Key ResponsibilitiesClient Relationship ManagementManage a portfolio of assigned corporate accounts.Build and maintain strong relationships with HR teams, decision-makers, and key client stakeholders.Conduct regular client meetings, business reviews, and service visits.Act as the primary point of contact for all client-related inquiries.Service DeliveryEnsure compliance with agreed Service Level Agreements (SLAs).Coordinate with Medical Approvals, Claims, Customer Service, Provider Network, Finance, and Operations teams to ensure timely service delivery.Monitor turnaround times and service quality.Issue ResolutionReceive, investigate, and resolve client complaints.Escalate critical issues when necessary and ensure timely closure.Follow up until all customer concerns are fully resolved.Account PerformancePrepare monthly and quarterly performance reports.Analyze utilization trends, service performance, complaint statistics, and client feedback.Present recommendations for service improvements.Contract ManagementMonitor contract validity and renewal dates.Coordinate renewal activities with Sales and Business Development teams.Support negotiations regarding service enhancements and contract amendments.Customer SatisfactionMonitor customer satisfaction surveys.Conduct periodic client satisfaction meetings.Develop action plans to improve client experience.Operational Follow-upFollow up on medical approvals and reimbursement cases when required.Ensure accurate communication of policy benefits and coverage.Monitor implementation of agreed client requests.Business Development SupportIdentify upselling and cross-selling opportunities.Support the Business Development team during renewal and expansion discussions.Promote new TPA services and healthcare solutions.Documentation & ComplianceMaintain accurate client records in the CRM system.Ensure confidentiality of client and medical information.Comply with company policies, insurance regulations, and data privacy requirements.

EducationBachelor’s degree in Business Administration, Healthcare Management, Pharmacy, Medicine, Marketing, Insurance, or a related field.Professional certifications in Account Management, Customer Relationship Management (CRM), or Health Insurance are an advantage.Experience2–4 years of experience in Account Management, Client Relations, Medical Insurance, or the TPA industry.Experience managing corporate accounts and dealing with insurance companies, healthcare providers, and brokers is preferred.Knowledge of medical insurance policies, benefits, claims, and pre-authorization processes is highly desirable.Technical KnowledgeGood understanding of:Medical insurance products and benefitsTPA operations and workflowsClaims and reimbursement processesProvider network managementService Level Agreements (SLAs)Egyptian healthcare and insurance market (preferred)Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).Experience using CRM systems and client management software.SkillsExcellent verbal and written communication skills in English and Arabic.Strong customer relationship management skills.Excellent presentation and negotiation skills.Problem-solving and conflict resolution abilities.Strong analytical and reporting skills.Time management and organizational skills.Ability to manage multiple accounts simultaneously.Ability to work under pressure and meet deadlines.Teamwork and cross-functional collaboration.High attention to detail and accuracy.CompetenciesCustomer-focused mindset.Professionalism and integrity.Accountability and ownership.Results-oriented.Decision-making and sound judgment.Adaptability and flexibility.Initiative and continuous improvement mindset.Ability to build long-term client relationships.Other RequirementsWillingness to travel for client meetings and site visits when required.Flexibility to attend urgent client meetings outside normal working hours when necessary.Commitment to maintaining confidentiality of client and medical information.Compliance with company policies, regulatory requirements, and data privacy standards.