Client Manager, Strategic Accounts

Posted: 02/10/2023
Client Engagement & Account Management Hartford, Connecticut


Location: This position is located in Hartford, Connecticut


We’re on a mission to make healthcare simpler and more effective. We fight to ensure our members get the care they need, when they need it, at the most affordable cost – that’s why we call ourselves Healthcare Warriors®. We’re committed to building diverse and inclusive teams, so if you’re excited about this position, we encourage you to apply – even if your experience doesn’t match every requirement.  


The Client Manager Strategic Accounts (CMSA) role is a unique hybrid position, whose primary focus will be one large strategic client, and will be located near and/or on site at the main client group in which they’re supporting.  The CMSA role provides support to the Client Engagement Group (CEG) by working with the Client Executive (CE) to ensure client satisfaction and retention of Quantum’s book of business. The role has primary responsibility in the day-to-day management of client needs and expectations. This position will lead a variety of tasks including but not limited to collaborating with the client/consultant on the incentive management program design and implementation, member communications, day to day resolution and management of escalated issues, facilitation of recurring stewardship meetings, and other efforts that will improve the overall client experience.


What you’ll do 

  • Facilitate the client/consultant relationship related to Incentive Management; assist with program design, incentive and appropriate wellness platform/incentive checklist.
  • Develop the scope of work documents for Incentive Management programs for assigned book of business, including reporting requirements and communications needs.
  • Responsible for the coordination of the key tasks, milestones and deadlines associated with the implementation of the Incentive Management program for assigned book of business (including but not limited to coordinating the build, completing UAT, manage in production, etc.)
  • Facilitate and support the HEP program
  • Responds to complex inquiries, solves non-routine problems using independent discretion, and ensures client satisfaction with the service provided by our Care Coordinators and incentive programs. Addresses and promote status and/or resolution of issues to clients, benefit consultants, and other vendor partners on a regular cadence in a thoughtful, professional, and articulate manner.
  • Identifying trends and analyzing data:
  • Identify trends with member issues and POD errors and work internally for resolution.
  • Analyze program participation data to ensure proper detailed program evaluations and measure of program effectiveness.
  • Strong cross-functional relationships:
  • Facilitates with POD team leads, clinical leads, IT, Business Intelligence, and other internal areas for resolution of client inquires and issues.  Work cross-functionally to ensure incentive programs are configured, supported and measured.
  • Collaborates with third-party vendors’ including the TPA, PBM, Stop-Loss carrier, and others, on behalf of the client to gather or communicate information and /or resolve member and/or provider issues.
  • Assists in facilitation of standard client processes such as annual renewals, communication strategies, requests, auditing compliance and participation files and data to ensure quality reporting for Incentive Programs.
  • Participate in client meetings and ad hoc requests as needed.  May support members and/or client contacts in-person, on-site.
  •        All other duties as assigned.  


What you’ll bring 

  • Bachelor’s degree or equivalent experience required
  • Minimum of 3-5 years of experience interfacing directly with clients with healthcare organization representatives (HR resources, benefit consultants, third-party vendors, etc.)
  • Intermediate knowledge of the Microsoft Office Suite
  • Minimum 2 years of work experience in corporate wellness/incentive design preferred
  • Prior experience in an agile IT environment is preferred
  • Project/account management experience preferred
  • Ability to multitask and prioritize workload, excellent organizational and time management skills
  • Ability to function independently with limited supervision and as a team member within the Client Executive Group
  • Interact professionally with other entities, both internal and external, while managing difficult interactions
  • Strong customer service and communication skills
  • Ability to research and determine root cause and analysis; facilitate prompt resolution
  • Strong knowledge of the Quantum Health culture and Care Coordination process is preferred
  • Ability to make to make timely and effective decisions consistent with Quantum Health’s business goals and culture
  • Protect and take care of our company and member’s data every day by committing to work within our company ethics and policies
  •        Strong administrative/technical skills; Comfort working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently. 
  •        Trustworthy and accountable behavior, capable of viewing and maintaining confidential information daily. 


What’s in it for you 

  •        Compensation: Competitive base pay, incentive plans and employee referral bonuses. 
  •        Coverage: Health, vision and dental featuring our best-in-class healthcare navigation services, along with life insurance, legal and identity protection, adoption assistance, EAP, Teladoc services and more.  
  •        Retirement: 401(k) plan with up to 4% employer match and full vesting on day one. 
  •        Balance: Paid Time Off (PTO), 7 paid holidays, parental leave, volunteer days, paid sabbaticals, and more. 
  •        Development: Tuition reimbursement up to $5,250 annually, certification/continuing education reimbursement, discounted higher education partnerships, paid trainings and leadership development.  
  •        Culture: Recognition as a Best Place to Work for 15+ years, dedication to diversity, philanthropy and sustainability, and people-first values that drive every decision.   
  •        Environment: A modern workplace with a casual dress code, open floor plans, full-service dining, free snacks and drinks, complimentary 24/7 fitness center with group classes, outdoor walking paths, game room, notary and dry-cleaning services and more! Check out our home:  


What you should know 

  •        Internal Associates: Already a Healthcare Warrior? Apply internally through Jobvite. 
  •        Process: Application > Phone Screen > Online Assessment(s) > Interview(s) > Offer > Background Check 
  •        Diversity, Equity and Inclusion: Quantum Health welcomes everyone. We value our diverse team and suppliers, we’re committed to empowering our ERGs, and we’re proud to be an equal opportunity employer.  
  •        Agencies: Quantum Health does not accept unsolicited resumes or outreach from third-parties. Absent a signed MSA and request/approval from Talent Acquisition to submit candidates for a specific requisition, we will not approve payment to any third party.  
  •        Sponsorship: Applicants must be legally authorized to work in the United States on a permanent and ongoing future basis without requiring sponsorship. 



#LI-AT1 #LI-Hybrid


Note: Compensation information published by job boards are estimates and not verified by Quantum Health. Details surrounding compensation will be disclosed throughout the interview process. Compensation offered is based on the candidate’s unique combination of experience and qualifications related to the position.  


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