DSNP Account Manager (CLEVELAND, OHIO)

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Job Summary: *To be eligible for this position, you must be located in the greater CLEVELAND, OHIO area. This position will be assigned that territory.* The DSNP Account Manager serves as the primary field-based liaison between the organization and DSNP‑participating providers, nursing facilities, and long‑term care partners, acting as the local subject matter expert for DSNP programs. This role builds trusted provider relationships through regular on‑site engagement, education, and issue resolution while identifying operational, clinical, and administrative barriers impacting DSNP members to drive program alignment, improve provider experience and member outcomes, and inform DSNP product and operational strategy through structured field feedback. Essential Functions: Serves as the primary field-based liaison between the organization and DSNP-participating providers, nursing facilities, and long-term care partners. Builds and maintains strong, trusted relationships with facility leadership, administrators, and clinical staff to support DSNP program success. Conducts regular on-site visits to nursing facilities and provider offices to support education, issue resolution, and operational alignment. Acts as the local DSNP subject matter expert for providers, addressing questions related to benefits, eligibility, enrollment, and care coordination. Identifies operational, clinical, or administrative barriers impacting DSNP members and works cross-functionally to drive timely resolution. Keep management informed by documenting detailed activity and records of all agency/organization contacts in the Customer Relationship Management tool ("CRM") and weekly reports Supports onboarding and ongoing engagement of DSNP-participating facilities, ensuring understanding of program requirements and workflows. Collaborates with internal Clinical, LTSS, Operations, and Network teams to improve member outcomes and provider experience. Monitors provider performance indicators and escalates risks or trends that may impact quality, access, or compliance. Provides feedback from the field to inform DSNP product design, operational improvements, and network strategy. Documents provider interactions, issues, and follow-ups to ensure visibility, accountability, and continuity across teams. Perform any other job related duties as requested. Education and Experience: Bachelor's degree in Healthcare Administration, Nursing, Business, Public Health, or related field required Master's degree in relevant field preferred Equivalent years of relevant work experience may be accepted in lieu of required education Five (5) years experience in healthcare account management, provider relations, case management, or related roles within Medicare, Medicaid, or managed care environments required Experience conducting onsite provider visits and delivering provider education required experience working with Dual Eligible Special Needs Plans (DSNP), Medicare Advantage, or long-term care providers required Competencies, Knowledge and Skills: Proven ability to collaborate with multidisciplinary teams across clinical and operational functions Strong knowledge of care coordination, benefits eligibility, enrollment processes, and health plan operations Ability to interpret and use healthcare data and performance metrics Familiarity with healthcare delivery models and provider network management In-depth knowledge of DSNP programs, Medicare Advantage, Medicaid, and long-term care services Understanding of clinical workflows, healthcare regulations, and compliance requirements relevant to Medicare and LTSS Proficient in Microsoft Office tools, including Project, Word, and Excel Advanced troubleshooting, critical thinking, and problem-solving capabilities Proven ability to effectively interact with all levels of management within the organization Flexibility during organizational and/or business changes Demonstrate excellent analysis and collaboration skills Demonstrate sense of urgency Ability to effectively and efficiently work within a team Exceptional written and verbal communication skills Strong interpersonal and relationship building skills Ability to work independently and within a team environment Ability to multi-task and prioritize work to meet project deadlines Critical listening and thinking skills Time management skills Customer service oriented Decision making/problem solving skills Licensure and Certification: Current, unrestricted State Insurance License in Accident and Health required, or ability to obtain within 30 days of hire and annual recertification each year thereafter is required. Certification in account management, healthcare management, or case management (e.g., Certified Case Manager (CCM), Managed Care Professional (MCP) preferred Must have valid driver's license, vehicle and verifiable insurance. Employment in this position is conditional pending successful clearance of a driver's license record check. If the driver's license

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