Consumer Services Account Manager

We are seeking a Consumer Services Account Manager to join our team at Independent Living Systems (ILS). ILS, along with its affiliated health plans known as Florida Community Care and Florida Complete Care, is committed to promoting a higher quality of life and maximizing independence for all vulnerable populations.

About the Role:

The Consumer Services Account Manager plays an essential role in bridging the gap between the organization and consumers by managing and enhancing client relationships. This position is responsible for ensuring that consumer needs are met with tailored service solutions, fostering long-term partnerships that drive satisfaction and loyalty. The role requires a strategic approach to account management, including identifying opportunities for service improvement and growth while maintaining compliance with industry regulations. The Consumer Services Account Manager will collaborate closely with internal teams to coordinate service delivery and resolve any issues promptly, ensuring a seamless consumer experience. Ultimately, this role contributes to the organization's mission by promoting accessible, high-quality consumer services that support health and well-being across diverse populations.

Minimum Qualifications:

• Bachelor’s degree in Business Administration, Healthcare Management, Social Work, or a related field.
• Minimum of 3 years experience in account management or client services within the healthcare industry.
• Proven ability to manage multiple accounts and prioritize tasks effectively in a fast-paced environment.
• Excellent communication and interpersonal skills to engage with diverse consumer populations and internal stakeholders.
• Relevant experience may substitute for educational requirement on a year-for-year basis.

Preferred Qualifications:

• Master’s degree in Healthcare Administration, Public Health, or a related discipline.
• Experience working with electronic health records (EHR) systems and healthcare CRM software.
• Knowledge of social assistance programs and community health resources.
• Certification in Account Management or Customer Relationship Management (CRM).
• Bilingual abilities, particularly in Spanish, to better serve diverse consumer groups.

Responsibilities:

• Demonstrate commitment to Our Mission and models ILS Experience Standards of Excellence.
• Manage and nurture relationships with consumer accounts, acting as the primary point of contact to address inquiries, concerns, and service needs.
• Develop and implement account strategies that align with consumer expectations and organizational goals within the healthcare and social assistance industry.
• Coordinate with cross-functional teams including service delivery, compliance, and marketing to ensure consistent and effective consumer service experiences.
• Monitor account performance metrics and consumer feedback to identify trends, areas for improvement, and opportunities for service enhancement.
• Prepare detailed reports and presentations for senior management to communicate account status, challenges, and growth opportunities.
• Performs other duties as assigned.