Analyst, Account Manager

4056 Aetna International LLC; Utah; Hybrid; USD 44,000 - 77,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Paid time off

Retirement plan

Job summary

CVS Health in Utah is seeking an Account Manager to oversee a global client relationship, providing strategic guidance and operational support across regions. The role focuses on driving client satisfaction, resolving complex issues, and executing account strategies with cross-functional teams.

The ideal candidate will balance strategic relationship management with day-to-day operational support, navigating healthcare challenges across time zones and cultures.

Qualifications

• 3+ years of experience in client relationship management, problem solving and issue resolution.
• Experience in healthcare operations and service delivery is preferred.
• Strong communication, cross-functional collaboration and data analysis skills.

Responsibilities

• Serve as the primary account management contact for assigned stakeholders across designated regions.
• Provide proactive account management aligned with client objectives and SLAs.
• Lead client meetings, trainings, and presentations with clear operational updates.
• Coordinate and resolve complex issues related to benefits, eligibility, claims, and network access worldwide.
• Partner with internal departments to drive issue resolution and enhance service delivery.
• Monitor KPIs and client trends to identify improvement opportunities and risks.

Job description

Position Summary

The Account Manager is responsible for managing and supporting an assigned segment of one of Aetna International's largest and most complex global client relationships. This role serves as the primary point of contact for a defined group of client stakeholders within designated geographic regions, providing strategic account management, operational support, and consultative guidance to ensure a high level of service and client satisfaction. Operating within a highly customized service environment supporting globally distributed populations, the Account Manager partners closely with client contacts, internal business partners, and external vendors to resolve complex issues, drive service improvements, and execute account strategies aligned with client objectives and organizational goals. The successful candidate will balance strategic relationship management with day-to-day operational support, while navigating complex healthcare and administrative challenges across multiple regions, cultures, and time zones.

Key Responsibilities

• Serve as the primary account management contact for assigned client stakeholders within designated geographic regions, building trusted relationships and ensuring a high level of client satisfaction.
• Provide proactive account management support aligned with client objectives, contractual commitments, and organizational business goals.
• Lead client meetings, training sessions, and presentations, communicating operational updates, service enhancements, trends, and recommendations.
• Coordinate and resolve complex issues involving benefits administration, eligibility, claims processing, provider reimbursement, medical assistance, care coordination, and access to healthcare services worldwide.
• Partner with internal departments including Operations, Clinical Services, Network Management, Medical Assistance, Claims, Product, and Technology teams to drive timely issue resolution and enhance service delivery.
• Monitor service performance, client trends, escalations, and key performance indicators (KPIs) to identify opportunities for improvement and proactively address service risks.
• Support global healthcare access initiatives by collaborating with vendor and network partners to address provider access challenges and improve network adequacy within assigned regions.
• Identify service gaps, determine root causes, and develop actionable solutions to enhance the client and member experience.
• Develop and deliver ongoing education, training, and communication programs for client stakeholders to support a continuously changing population, ensuring awareness of benefits, processes, resources, and available services.
• Create and maintain educational materials, account resources, and training content to support onboarding and knowledge transfer for newly assigned client contacts and stakeholders.
• Ensure adherence to service level agreements (SLAs), standard operating procedures (SOPs), compliance requirements, and escalation protocols.
• Coordinate and support member-facing communications, educational materials, provider directories, client microsites, and other account-specific resources to ensure accuracy and alignment with client expectations.
• Serve as an advocate for client needs by effectively communicating priorities and business requirements across cross-functional teams.
• Support implementation of process improvement initiatives that enhance operational efficiency, consistency, and service outcomes.
• Maintain accurate account documentation, issue logs, service reports, and action plans to ensure effective communication, follow-through, and accountability.
• Manage time-sensitive communications and client requests across multiple geographic regions and time zones with professionalism, urgency, and responsiveness.
• Identify emerging trends, risks, and opportunities impacting client populations and provide recommendations to improve healthcare access, member experience, and overall account performance.

Required Qualifications

• 3 years experience in Client Relationship Management Problem Solving and Issue Resolution Customer Service Excellence Strategic Account Management Healthcare Operations and Service Delivery Cross-Functional Collaboration Executive and Client Communication Data Analysis and Performance Reporting Process Improvement Project Coordination

Preferred Qualifications

• Global Healthcare and International Benefits Knowledge Stakeholder Education and Training Vendor and Network Management Global Cultural Awareness Education Bachelor's Degree or equivalent years of service in the health care industry.

Anticipated Weekly Hours

40

Time Type

Full time

Pay Range

The typical pay range for this role is: $43,888.00 - $76,500.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

• This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.
• The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/31/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Our Work Experience is the combination of everything that's unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it's our people.

Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.