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Account Manager

Location:

PA - Blue Bell

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SUMMARY

This position serves as the primary service contact for the client and is responsible for client satisfaction.

This role provides high level information and service to customers during the renewal process and throughout the year through a thorough knowledge of all benefit programs offered, the client demographics, and systems. Exhibits excellent communication, written and listening skills, ability to handle all types of clients, and ability to pivot an account to the best plan available. Keep informed and further industry education, new product knowledge, legislation, coverages and technology to continuously improve knowledge and performance.

Responsible for the entry, maintenance and organization of all My Benefit Advisor (MBA) and Carrier on-line customer/policy information which is required to properly service and administrate policies and procedures within the MBA Department for the purpose of maintaining the Association and Non-Association clients.

ESSENTIAL DUTIES AND RESPONSIBILITIES

·        Consult with assigned clients on annual open enrollment renewal on options available and alternative carriers. Identify problems, summarize and develop strategic solutions to maintain client satisfaction during the renewal process.

·        Utilize analytical tools and resources (such as Internet, Intranet, Websites, Applications, Brochures, Carrier Sites) to develop alternative strategies, plan modeling and cost reduction opportunities.

·        Responsible for acting as the primary contact between clients and insurance carriers and retaining clients through customer service which includes open and clear communication channels with clients, producers and internal partners.  Ensure accurate and timely responses occur between all parties.

·        Communicate due dates, renewal timelines and expectation to clients, group benefit administrators and partners.

·        Preparation of materials needed for client communications including but not limited to brochures, benefit highlight sheets, marketing materials, etc.

·        Communicate with client regularly to maintain rapport.  Client contact will include all methods: electronic, telephonic and mail.

·        Handle all inbound and outbound client calls, including determining the nature of the call, documenting, researching, taking all necessary actions, completion of forms, and follow-up as needed. 

     Provide resolution support and oversight of employee issues such as enrollment, claims and billing issues.

     Attains and keeps current with the knowledge and skills required to provide information, service               and assistance in response to telephone and written inquiries received.

     Processes all incoming work volume within the established goals and parameters.

     Reviews pending issues for assigned clients to ensure completion and follow up on open items with an acknowledgement within 24 hours and follow-up/resolution within 3 business days.

     Contact clients with delinquent and non-payment accounts to obtain payment, and correcting billing errors.

     Supports assigned team in new business case implementation and/or existing customer     changes, including assistance as needed with set up of ancillary accounts, FSA/HRA/HSA, Cobra,            etc.

     Makes Outreach calls to assist a new client through their transition to MBA.  Contact proactively for renewal and retention of all assigned accounts.

Follow-up with clients requesting cancellation and provide monthly report of said accounts including why cancellation occurred.

     Attain thorough knowledge of all assigned clients, including key contacts within a         company/association, product lines and processing procedures.

     Make scheduled courtesy calls to assigned accounts.

     Work with customers and carriers to resolve claims issues for clients.

     Advises Management of escalation/system issues affecting retention and service levels.

     Remains current in knowledge of all regulations such as COBRA, Health Care Reform, and                HIPAA.

     Attends educational seminars as deemed necessary by management.

     Performs on-the-job training of new employees as assigned.

QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

·        High school diploma or general education degree (GED) is required.

·        Excellent Customer Service skills.

·        Minimum 2 years experience in the healthcare insurance industry working with products such as Medical, Dental, Vision, Life and Disability, FSA, HSA plans as well as knowledge of HCRA.

Language Ability – Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Math Ability – Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical

Reasoning Ability – Ability to define problems, collect data, establish facts, and draw valid conclusions.

COMPUTER SKILLS Must be proficient in the MS Office suite of products including being proficient with Excel (i.e. creating/formatting spreadsheets; sorting data; data entry). Must be able to learn and work with any corporate Proprietary software tools including sales tracking systems.

CERTIFICATES, LICENSES, REGISTRATIONS Current state Life and Health License required, or must be obtained within 90 days of hire, and retain license by meeting the continuing education requirements.   

KNOWLEDGE, SKILLS AND ABILITIES:

·        Keep informed and further industry education, new product knowledge, legislation, coverages and technology to continuously improve knowledge and performance.

·        Strong ability to problem solve, make independent decisions with minimal oversight, set and meet deadlines, communicate, negotiate, work under pressure, organize, prioritize, manage multiple tasks and operate in a fast paced environment.

·        Demonstrate a "whatever it takes" attitude to ensure client satisfaction and to support key Corporate initiatives.

·        Refined verbal and written communication skills.

·        Good at attention to detail and ability to self-check work.

·        Must have excellent organizational skills.

·        Ability to carry out complex tasks with many concrete and abstract variables. 

·        Ability and flexibility to work additional hours as needed.

·        Must be able to develop and maintain strong business relationships as well as the ability to deal effectively with difficult or sensitive situations.

·        Must be able to work independently and as part of a team.

Travel This position requires 10% travel.  Must be able to travel on all forms of transportation.

USI is committed to providing a full-suite of competitive benefits for our growing population and its diverse needs. We offer a wide range of health, welfare and financial benefits including medical, wellness, dental and vision, 401(k), flexible spending and health savings accounts, short and long-term disability, life insurance and other unique employer-sponsored and voluntary programs. USI also offers a generous paid time off policy, paid family leave benefit as well as paid holiday time.


Job ID:

22560

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