Account Manager

Description

Position Summary: Account Manager is responsible for all aspects of customer service as well as providing support for all EFP/BBS services as the central contact point. The Account Manager requires direct involvement to ensure timely, accurate, efficient, and effective management of the EFP/BBS client portfolio as main point of contact. 

All employees of the Company are required to comply with the terms, conditions and obligations set forth in the Data Privacy and Security Manual and associated data privacy and security policies as a condition of continued employment.  

Job   Description/Essential Functions: 

1. Serves as a customer service liaison between EFP/BBS clients,   insurance carriers, brokers, and vendors.

2. Manages escalation issues from the Client   and/or Benefit Service Center (BSC) including but not limited to claim issues,   product questions, underwriting and billing & deduction escalations.

3. Develop and   maintain positive relationships with and provide excellent customer service   to clients, carriers, vendors, and staff.

4. Responsible   for developing long-term relationships with EFP/BBS clients. Develops and maintains the   relationship between EFP/BBS and its clients by helping to identify   the needs of both parties and deciding how best to meet those needs.

5. Identify efficiencies, deficiencies and provide   innovative solutions. Timely and successful delivery of solutions according   to customer needs.

6. Communicates to EFP/BBS internal staff,   carriers, and vendors any changes to a client throughout the year (payroll   deduction frequency changes, changes in points of contact, etc.).

7. Maintain proficiency in core and voluntary product   offerings; payroll files; post-enrollment file feeds; consolidated billing   process; benefit administration; claims processes; enrollment systems and   Benefit Service Center services and procedures.

8. Coordinate consolidated billing set-up   and implementation including EZPay clients.

9. Work closely and collaboratively with   Business Development Executive, and Director of Sales Operations to   transition client re-enrollments opportunities through implementation to   enrollment.

10. Re-enrollment   opportunities will include but not be limited to creating opportunity in CRM[KR1] , sending renewal communication to   client, broker, carrier, and/or other necessary parties, scheduling kick-off   meeting or call with client, broker, carrier, and/or other necessary parties,   scheduling weekly status calls for re-enrollments, collaborating on agendas   for weekly status calls; soliciting input from all team members, leading   weekly status calls, and document management. 

11. Other Duties as Assigned. 

Requirements

Educational Requirements: 

Bachelor’s degree in business or related field   or Associates and 2 years relatable experience.

Health and Life license required within   180 days of employment.

Experience   Requirements: 

· 4 or more years   of customer service, billing, and claims experience. 

· Excellent   project and people management skills with understanding of case management   needs. 

· Excellent   interpersonal and organizational skills required. 

· Proficient in   Microsoft office products including Microsoft Word, Excel, Outlook,   PowerPoint, Acrobat, and Internet Explorer as well as Google Chrome; Web site   content management systems; databases; and web-based contact management   systems.

· Excellent   telephone, oral and written communication, proof-reading and organizational   skills. 

· Excellent   analytical and problem-solving skills. 

· Ability to communicate   with and solve problems for diverse client base professionally and   appropriately.