Account Manager, Gov Programs

Description Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024! The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers. The Helper Bees mission is help people stay home longer through data-driven services that transform both the payer and the care-recipient experience. At THB, we define our company culture through our Core Values: Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact. Bee the teammate you want to work with - We work as a team, help each other and encourage each other Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed. Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small. Job Summary The Account Manager, Government Programs oversees a portfolio of complex government health-plan partnerships and serves as the primary Government Accounts lead for partner communication, program visibility, performance reporting, and cross-functional alignment. This role is responsible for ensuring that plan expectations, contractual commitments, operational performance, and stakeholder priorities remain aligned across assigned programs.The role serves as the Government Accounts oversight and partnership lead for strategically important government health-plan programs and partnerships that are central to THB’s mission and growth. Operations owns day-to-day program execution and service delivery; this position partners with Operations to monitor performance, surface risks, coordinate action, prepare reporting, and communicate program status and recommendations to the health plan. Supervisory Responsibilities None Provide program leadership and accountability through influence, coordination, governance, and follow-through across internal teams and external partner stakeholders. Duties/Responsibilities Government Program Oversight & Partner Management Provide account-level oversight of assigned government programs and strategically important health-plan partnerships. Serve as the primary partnership lead between the health plan, Government Accounts, and Operations. Partner closely with Operations, which owns day-to-day program execution, workflows, staffing, and service delivery. Maintain visibility into program milestones, performance, risks, dependencies, outstanding decisions, and follow-up items. Facilitate recurring governance and performance meetings with internal stakeholders and plan partners. Establish agendas, document decisions, track action items, and ensure appropriate follow-through. Coordinate across Operations, Product, Data, Engineering, Implementation, Finance, and other internal teams to maintain alignment. Surface risks related to participant experience, service delivery, outcomes, timelines, or financial performance and coordinate mitigation with the appropriate owners. Manage competing partner priorities and ensure decisions, scope changes, and commitments are clearly documented and communicated. Accounts & Relationship Management Manage a portfolio of health-plan accounts, including large and complex partners requiring a high degree of coordination, responsiveness, and strategic account management. Maintain responsibility for account health, client satisfaction, contractual performance, relationship management, and partner trust across assigned plans. Maintain fluency in plan-specific SLAs, KPIs, workflows, benefits, eligibility rules, operational metrics, and performance drivers. Act as the primary liaison between plan contacts and internal teams, ensuring visibility, accountability, and alignment on priorities. Lead client meetings, business reviews, operational updates, and executive-level discussions as appropriate. Explain THB services, workflows, processes, performance, and issue resolution in a clear and structured way. Identify opportunities to strengthen partnerships, improve client outcomes, and support appropriate account growth. Reporting, Data & Performance Management Own the reporting cadence for assigned plans, ensuring reports are delivered on time, reviewed for accuracy, and aligned with stakeholder expectations. Prepare and deliver program reporting, business reviews, operational updates, and strategic recommendations to health-plan partners and internal leadership. Review operational performance and reporting for accuracy, completeness, and alignment with contractual and client expectations. Perform first-pass QA on account reporting, invoice support materials, dashboards, and other client-facing deliverables before distribution or escalation. Help validate data inputs, dashboards, and reporting outputs in partnership with internal teams. Translate operational data and trends into clear insights, risks, recommendations, and escalation points for internal leadership and payer stakeholders. Monitor week-over-week account performance and coordinate actions to remove blockers and support delivery against plan expectations. Cross-Functional Coordination & Continuous Improvement Coordinate internal action items, ownership, timelines, and dependencies using appropriate project and ticket-management practices. Proactively manage and help drive resolution of open tickets, escalations, and follow-up items in systems such as Monday.com, Jira, and Zendesk. Support program changes, workflow updates, launches, implementations, and continuous-improvement initiatives by coordinating communication, readiness, and stakeholder alignment. Identify workflow gaps, service issues, and operational barriers that may affect client performance, and partner with the appropriate owners to improve outcomes. Maintain accurate, timely records of discussions, follow-up items, risks, plan details, decisions, and commitments as a reliable source of truth. Prepare clear post-meeting recaps, including decisions, action items, owners, and timelines. Perform other duties as assigned or necessary. Performance Metrics Client satisfaction and partner relationship health. Client retention and account stability. SLA and KPI compliance for assigned plans. Timeliness, quality, and accuracy of program reporting and client-facing deliverables. Visibility into open tickets, escalations, invoicing issues, risks, dependencies, and performance blockers. Quality and timeliness of follow-up on client and internal action items. Effectiveness of cross-functional coordination and issue resolution. Quality of client communication, business reviews, and executive-level presentations. Program-level measures agreed with the plan and Operations, which may include outreach timeliness, participant engagement, service completion, issue resolution, participant experience, quality, and program value or ROI. Required Skills/Abilities Ability to manage complex government health-plan partnerships and multiple high-priority workstreams simultaneously. Strong understanding of program oversight, governance, project tracking, risk management, and issue escalation. Ability to lead through influence and coordinate teams without direct authority. Exceptional organizational skills, attention to detail, persistence, and follow-through. Excellent written and verbal communication skills, including the ability to communicate with leadership-level stakeholders. Ability to present services, workflows, operational processes, metrics, performance updates, risks, and recommendations clearly. Ability to build trust and maintain strong relationships with plan stakeholders, Operations, and internal leadership. Data-driven, solution-oriented, and comfortable interpreting performance trends and reporting outputs. Strong problem-solving skills and ability to stay organized under pressure in a fast-paced environment. Quick learner who can rapidly gain subject-matter expertise and adapt to changing client and program needs. Proficiency or comfort working in Monday.com, Jira, Zendesk, Zoom, Slack, Google Workspace, Microsoft Office, and similar business tools. Must be 18 years of age or older. Education and Experience Bachelor’s degree in a related field or equivalent experience preferred. Five or more years of account management, client success, payer relations, program management, or client-facing enterprise experience preferred; equivalent experience may be considered. Experience working with health plans, government accounts, managed care organizations, or other complex healthcare clients strongly preferred. Experience overseeing or coordinating healthcare programs, implementations, operational workstreams, or client-facing service delivery preferred. Experience leading client presentations, business reviews, reporting follow-up, cross-functional issue resolution, and executive communications preferred. Physical Requirements Ability to remain at your designated workstation for the duration of the workday Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP). The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations. The ability to observe details at close range (typically on a computer screen) This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success. The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds. The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know. As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations. #J-18808-Ljbffr The Helper Bees