Client Service Administrator - Group

Job Summary

Responsible to provide internal support to an account management team for an assigned book of business; collaborates with sales and service staff by account, interfaces with clients and carriers, maintains records, and performs other general administrative duties.

• Provides direct administrative support as required for two to three assigned Client Managers; responds to requests for assistance in a timely and collaborative manner.

• Supports the assigned team in the retention of the existing client base; confers with the team on opportunities to up-sell and/or cross-sell additional Oswald products and services.

• Serves as a client contact and identifies and assesses customer’s needs quickly and accurately; solves problems systematically, using sound business judgment.

• Responds to enrollment, billing, claims, and other administrative issues; ensures a complete solution is provided to the client's satisfaction; documents the details and outcomes of each support event.

• Performs data entry of current and historical account information and related commissions in the system of record for the onboarding of new clients.

• Ensures commissions are accurate, flowing and received on a timely basis at point of sale or renewal.

• Interfaces with both client and vendor to secure all account documents; also builds files in the internal, shared computer systems and catalogues documents appropriately.

• Maintains and updates client information within the system of record; ensures all information is accurately and thoroughly entered into the system on a timely basis.

• Supports the client's integrated and comprehensive health management strategy; captures meeting notes collected by the Client Manager and incorporates that information into the appropriate data system.

• Monitors the progress of meeting action items, initiates response from vendors or internal staff, and documents the results for feedback to the client.

• Coordinates meetings with practice team members assigned to specific clients to review business activity and action points; schedules meetings with members of various internal departments such as Business Development, Marketing Analysis, Benefits Analytics, Health Management Services, and outside vendors to meet the service needs of the client.

• Supports the team in client and carrier activities including the request of reports on a variety of financial and client-specific data; obtains 5500s and plan-related documents.

• Initiates the collection of all renewal information from the incumbent carrier; contacts the client and the incumbent carrier to obtain the necessary materials for the solicitation of bids from alternate vendors.

• Supports team in the preparation of carrier or client deliverables which includes scheduling meetings, obtaining carrier open enrollment information, and the proofing, printing, binding and distribution of presentations.

• Delivers compliance notifications and other materials at the direction of the Client Manager.

• Strives to understand the details of Healthcare Reform, HIPAA, COBRA and other legislation, which affects the business unit.

• Gain the understanding of healthcare plan fundamentals and various plan types such as PPO, HDHP, HMO, Income Protection plans and supplemental benefits within the first 12 months.

• Gain working knowledge of/familiarity with claims processing basics, plan eligibility rules, COBRA and Open Enrollment.

• A college degree is an advantage but not a requirement

• At least 1 to 3 years of industry knowledge is preferred, to include experience in medical benefits and ancillary lines of coverage

• Position requires the ability to multi-task simultaneously across employer groups.

• Ability to professionally communicate in both written and verbal forms. Use of proper grammar in all communications.

• Professional appearance and demeanor is required.

• Ability to be comfortable communicating with HR teams as well as employees of all job levels.

• Obtain Health and Life license within 12 months of start date

• Energetic with a desire to learn new skills

• Strong organizational skills with ability to transition quickly from one job to another

• Ability to problem solve, think logically and work independently

• Ability to demonstrate a positive attitude and lead by example consistently

• Works well under pressure and meets established deadlines

• Good verbal and written communication skills

• Capable interpersonal skills with a collaborative approach

• Ability to manage time-sensitive projects