Customer Service Manager (Benefits Advocacy)

Job Description

Job Description

About TouchCare

TouchCare is a healthcare concierge service dedicated to simplifying the complexities of health insurance and the healthcare system. By assigning each member a personal assistant, TouchCare helps resolve billing issues, coordinate with providers, and save individuals time and money. Committed to providing a healthier understanding of healthcare, TouchCare makes navigating healthcare more convenient and stress-free for its users.

The Role

Reporting to the Client Relations Manager, the Account Manager (Tier 4) is responsible for managing a portfolio of clients across the United States, supporting them throughout the full client lifecycle - from onboarding and implementation through renewal.

This role is highly client-facing and requires strong project management, communication, and organizational skills. Tier 4 Account Managers typically support a higher volume of clients, requiring the ability to manage multiple priorities while maintaining a high level of service and responsiveness.

The Account Manager plays a critical role in ensuring successful implementations, driving client engagement, supporting renewals, and identifying opportunities to expand or optimize TouchCare solutions within their client base.

Key Responsibilities

• Serve as the primary point of contact for assigned clients, building strong relationships with HR partners and key decision-makers
• Lead and manage the full client implementation process, including timelines, internal coordination, and service launch readiness
• Ensure clients are fully prepared for onboarding, including system setup, eligibility file management, and communication planning
• Support ongoing client engagement throughout the year, including education, utilization strategies, and program optimization
• Manage and support the annual Open Enrollment process (when applicable), including TouchCare product support planning, communication, and TouchCare service onsite support as needed
• Monitor client satisfaction and proactively address concerns to ensure a positive client experience and successful renewal outcomes
• Identify opportunities to introduce additional TouchCare solutions, adjust pricing where appropriate, and support upsell initiatives, ensuring timely communication and resolution in partnership with internal teams reporting, including engagement metrics and program performance insights
• Act as the "voice of the client" internally, collaborating cross-functionally with Member Services, Billing, and Leadership teams
• Maintain accurate and consistent client communication and documentation

Key Performance Indicators

• Client satisfaction and retention
• Successful onboarding and implementation outcomes
• Open Enrollment readiness and execution (when applicable)
• Renewal success aligned with company goals
• Expansion of services within existing client accounts
• Consistent communication and reporting quality

Qualifications

• 2–5 years of account management or client-facing experience in healthcare, health tech, insurance, or a related field
• Strong understanding of health insurance and employee benefits
• Experience managing multiple clients or accounts simultaneously in a fast-paced environment
• Proven ability to manage projects, timelines, and competing priorities
• Excellent written and verbal communication skills, with strong presentation abilities
• Intermediate Excel skills (required)
• Strong problem-solving skills and attention to detail
• Ability to build relationships with clients and internal teams
• Experience supporting Open Enrollment or high-volume periods preferred
• Proficiency with tools such as Zoom, Microsoft Office Suite, and CRM systems
• Bachelor's degree preferred
• Willingness to travel as needed

What Success Looks Like

• Clients feel supported, informed, and confident in their partnership with TouchCare
• Implementations are smooth, organized, and on time
• Clients are engaged year-round, not just at renewal
• Opportunities for growth and optimization are identified and acted upon
• Strong internal collaboration drives consistent, high-quality outcomes

Compensation

• Base salary of $70,000 – $90,000, based on experience