Account Services Manager

Primary Job Responsibility

Responsible for overseeing and managing all healthcare-related concerns, requests, and transactions of Accenture Managing Directors (MDs), ensuring high-touch service, confidentiality, and efficiency in coordination with internal departments and external stakeholders.

Ensures end-to-end management of MD-related requests including coordination for medical availments, resolution of benefit inquiries, facilitation of reimbursements, and monitoring of pending transactions. Maintains close collaboration with Maxicare’s internal teams to provide seamless, accurate, and prompt service delivery to Accenture MDs and their dependents.

Serves as the main point of contact for Accenture MDs and their executive assistants, promoting a proactive service culture that supports both operational and client experience excellence.

Job Description

• Duties and Responsibilities done at PERIODIC or REGULAR Intervals
  
  

Duties and Responsibilities

Frequency

Acts as the Dedicated Point Person for all concerns, escalations, and transactions raised by Accenture Managing Directors and their representatives.

D

Ensures timely and accurate handling of MD-related requests, including reimbursements, availments, and benefits clarifications.

D

Coordinates with internal Maxicare units to ensure prompt resolution of MD concerns.

D

Maintains a service tracker to monitor all MD concerns and ensures that all requests are resolved within agreed timelines.

W

Prepares and submits regular reports and updates on MD transactions, escalations, and resolutions.

W

Reviews and analyzes recurring MD concerns to identify improvement opportunities and recommends process enhancements.

M

Ensures compliance with Maxicare policies, data privacy standards, and confidentiality protocols in handling all MD-related information.

D

Attends coordination meetings with Accenture focal points and provides updates on service performance and action plans.

Q

• Duties and Responsibilities done at IRREGULAR or INTERMITTENT Intervals
• Provides case management support for complex or high-impact MD cases requiring interdepartmental coordination.
• Recommends appropriate actions to address critical or sensitive MD concerns and escalates to management as necessary.
• Assists in the preparation of presentations, service reports, and dashboards for account review meetings.
• Conducts orientation or briefing sessions for internal teams handling MD-related requests to ensure awareness and alignment.
• Performs other related functions that may be assigned by the immediate superior.
  
  

STANDARD RESPONSIBILITY STATEMENTS

• Upholds Maxicare’s quality policy and service standards by ensuring all client interactions align with corporate values and performance objectives.
• Promotes a customer-centric and solutions-oriented approach to all client transactions.
• Demonstrates confidentiality, professionalism, and discretion when handling sensitive MD information.
• Contributes to continuous improvement initiatives to enhance service delivery efficiency and client satisfaction.
  
  

JOB SPECIFICATIONS

Educational Requirement: Bachelor’s degree in Business Administration, Communications, Health Care Management, or a related field. A Medical or Nursing background is an advantage.

Experience and Training: At least 5 years of experience in client servicing, account management, or healthcare operations, preferably in a corporate or VIP account setup.

Skills Requirement: Strong interpersonal and client management skills; excellent communication skills; problem-solving and analytical thinking; highly organized and attentive to detail; proficient in Microsoft Office and CRM systems; ability to handle confidential information with discretion.

RESPONSIBILITY

Accountability – Assets, Cash, Equipment: Small (below ₱500,000) including company-issued laptop and mobile phone.

Accountability – Records and Documents: Critical, operational-level confidentiality. Disclosure may affect company reputation and client relationships.

NEED FOR SUPERVISION

Operates independently with minimal supervision; escalates only complex or exceptional cases to superior.

PEOPLE MANAGEMENT

May supervise up to 5 team members or support staff, depending on account volume and structure.

CONTACTS – INTERNAL AND EXTERNAL

Internal: Coordinates with various Maxicare departments (Claims, Membership, Provider Relations, Contact Center, etc.)

External: Engages directly with Accenture Managing Directors, executive assistants, and HR focal points.

EFFORT

Physical Effort: Work primarily involves sitting, typing, and attending meetings; occasional travel for account-related meetings.

Mental Effort: Requires high-level analytical and evaluative thinking; ability to manage multiple priorities and sensitive situations simultaneously.

WORK CONDITIONS

Job Environment: Air-conditioned, well-lit, and conducive office environment; hybrid or onsite setup as required by account operations.

Safety and Exposure to Hazards: Minimal exposure to risks; occasional stress due to time-sensitive concerns or escalations.