Account Manager - Medical Records & Insurance Carriers

Responsibilities

• Own day-to-day workflow progression-monitor open orders, identify stalls or aging work, and drive items to completion against SLA targets
• Manage vendor relationships, including medical records providers, records-retrieval partners, and insurance carrier contacts, ensuring responsiveness, quality, and turnaround
• Build and maintain long-lasting customer relationships, serving as the primary point of contact for assigned accounts
• Communicate proactively with customers to ensure their needs are understood, addressed, and anticipated
• Coordinate between customers, vendors, and internal operations to resolve issues, remove bottlenecks, and keep work moving appropriately
• Track and report on order status, vendor performance, and account health, escalating risks before they affect the customer
• Act as the customer's representative internally to ensure their needs are fulfilled
• Strive to maintain and increase overall customer satisfaction and retention based on each account's business needs
• Identify opportunities to grow existing accounts and meet established goals with current and new customers
• Act as liaison between the customer, vendors, and internal teams

Requirements

• Experience in Customer Support, Account Management, or vendor/workflow coordination preferred
• Familiarity with medical records retrieval, insurance carrier processes, or related legal-support workflows (PI, mass tort, workers' comp) is a strong plus
• Demonstrate understanding of increasing client satisfaction, adoption, and retention
• Strong organizational skills (use of Claude and Metabase in combination or willingness to learn) with the ability to track many concurrent orders and hold vendors and internal teams accountable to deadlines
• Strategic thinker who can spot problem patterns, ideate solutions, and execute to completion
• Comprehensive understanding of the account management journey
• Prior experience working with SaaS business platforms
• Ability to present, communicate, and work effectively with internal teams and external vendors
• Strong communication and interpersonal skills
• We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. Join our team today!

Benefits

Additional Information

Please note - Only internal applicants (current ABCLegal employees) will be considered for this vacancy. About ABC Legal Services: ABC Legal Service is proud to be the national leader in service of process. We are a team of 1000 and growing with offices in Los Angeles, Oklahoma City, Phoenix, Brooklyn, Chicago, Washington DC, and more. Seattle is our home and headquarters. We've been successful in this unique business for over 30 years and we continue to advance our technology and business processes to remain years ahead of what our competition is able to offer. Our focus is to expand our technology lead, acquire and integrate less efficient competitors, and tap into new segments through an integrated inbound marketing and sales approach. Job Overview: As an Account Manager for Medical Records & Insurance Carriers, you will own the progression of medical records and insurance-related work, ensuring every order moves through the pipeline accurately, on time, and to completion. You serve as the connective point between our customers, our records -retrieval and carrier-facing vendors, and our internal teams- keeping work on track while building and strengthening the relationships that drive long-term partnerships.

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