Account Associate

The Account Associate serves as an operational and customer support partner to the Account Management organization, helping drive customer satisfaction, workflow execution, issue resolution, and account coordination across Datavant’s model accounts. 

This role works closely with Account Managers and cross-functional operational teams to manage customer needs, coordinate escalations, maintain account documentation, monitor operational performance indicators, and ensure timely follow-through on customer-impacting activities.

The Account Associate role is designed to provide foundational experience in account management, healthcare operations, customer relationship management, and cross-functional collaboration, with opportunities for growth into future developmental Account Management roles within Datavant. 

Key Responsibilities:

• Provide operational and coordination support for our provider accounts in partnership with Account Managers
• Develop ability to assess customer satisfaction, retention risk identification, and assist with issue communication
• Submission/management of support tickets for issues related to access, IT, site IDs, etc.
• Manage customer-facing escalations as initial point of contact and coordinate internal response via emails, setting up meetings, and follow ups to lead to issue resolution
• Monitor and track outstanding customer issues, escalations and operational requests to ensure timely resolution and communication.
• Assist in successful execution of projects by coordinating activities across IT/Development, Finance, Growth, Operations, and Account Management teams.
• Manage creation/changes to SOPs, workflows, job aids, and operational documentation
• Conduct and review reporting related to KPIs to identify trends, risks, or follow-up opportunities
• Manage provisioning/access for current and new clients during implementation
• Maintain accurate account documentation, health indicators, and risk flags
• Support recurring customer communications including operational updates, issue follow-ups, and outage notifications. 
• Identify recurring workflow challenges or operational gaps to create opportunities for process improvement
• Manage billing issue resolution in partnership with Finance 
• Other duties as assigned

Qualifications:

• Bachelor’s degree in Business, Healthcare Administration, HIM, or related field (or equivalent experience)
• 2-4 years experience in account coordination, customer support, customer success, healthcare operations, or related customer-facing operational environments.
• Strong communication and relationship management skills
• Strong organizational skills with the ability to manage multiple priorities simultaneously
• Ability to coordinate cross-functional activities and drive timely follow-through
• Demonstrated ability to collaborate effectively across teams and functions
• Ability to interpret performance data and explain outcomes to customers
• Familiarity with HIPAA-regulated environments preferred
• Proficiency in Microsoft Suite (Powerpoint, Excel, Outlook, etc.) highly desirable
• Comfort operating in a fast-paced, matrixed organization
• Ability to travel up to 10-25%

Success in This Role:

Successful individuals in this role demonstrate:

• Strong follow-through and operational execution
• Ability to manage multiple priorities in fast paced environment
• Effective communication with both customers and internal stakeholders
• Strong organizational and problem-solving capabilities
• Ability to navigate ambiguity and coordinate issue resolution across teams
• Curiosity and willingness to develop customer relationship management and account strategy skills