Benefit Service Account Manager

General Description:  The Account Manager helps clients and their employees with benefit or claim questions. 

Responsibilities:

• Assist clients and their employees with claim, billing, enrollment and servicing issues.
• Assist clients with administrative questions about enrollment, eligibility and special contract provisions. Consult clients on annual open enrollment renewal options available and alternative carriers. 
• Handle all inbound and outbound client calls.
• Resolve day-to-day issues for clients with a proactive approach towards frequent issues.
• Educate, advise and aid clients on HIPAA, COBRA and other Health Care Reform topics.
• Coordinate onboarding of new clients and ensure set up quickly and accurately.
• Process all policy changes, endorsements and other requests of clients and brokers.
• Identify cross-selling opportunities.
• Send and follow up on requests for broker of record changes and account terminations.
• Follow system and Account Manager workflow.
• Meet personal/team qualitative and quantitative targets. Processes all incoming work volume within the established goals and parameters.
• Respond to emails and voicemails within 24 business hours. Resolution within 3 business days. Contact clients with delinquent and non-payment accounts to obtain payment. Correct billing errors.
• Submit the appropriate notification forms to the commission department.
• Maintain accurate client and team information in agency management system.
• Special projects as needed.

Knowledge, Skills and Abilities:

• 2+ years experience working in a group health insurance setting, preferably in a brokerage environment. Bachelor’s degree preferred.
• Accident & Health license is required or ability to obtain within three months from date of hire.
• Ability to creatively and proactively problem-solve.
• Ability to stay organized and focused in a busy environment.
• Effective communication skills when dealing with co-workers, brokers, clients and carriers.
• Strong verbal and written communication skills.
• Ability to work in a team environment.
• Familiar with products, services, competitive offerings, market needs and industry trends.
• Understanding of health and ancillary benefit plan designs and claim procedures.
• Experienced in Microsoft Office products including Word, Excel and PowerPoint.
• Strong analytical skills capable of using and interpreting benefit related facts and figures