Account Manager

Overview

Purpose Of Position To support ticketing from our broker partners and our internal W&B staff. Ticketing includes, but not limited to, provider/RX search, claims, processing eligibility and policy changes, research, and online enrollment support. Position may require mandatory overtime during months of heavy volume.

• Account Management Ticketing
  • Establish and maintain strong professional relationship with carrier service teams
  • Act as liaison between agency/group and carriers to resolve all service requests, including but not limited to billing inquires, claims, eligibility, renewal processing and customer service requests as defined in Standard Operating Procedure (SOP).
  • Ensure that acknowledgement, status updates and follow up outreach happens in turnaround defined in Standard Operating Procedure (SOP).
  • Detailed notes, emails, tasks, and phone call details should be logged in Salesforce ticket as defined in Standard Operating Procedure (SOP)
  • Conduct thorough Provider/Rx searches and network analyses.
  • Proficiently know carrier partner support resources including carrier portals and service teams available
• Online Enrollment Ticketing
  • Be proficient in tickets for demo, loading, quality assurance and support for tech ticketing
  • Follow defined SOP, including turnaround time, for loading and quality assurance for tech ticketing
  • Assist in projects needed to maintain information on online enrollment vendor including, but not limited to, rate/document library updates.
  • Establish and maintain partnership relationship with vendor support teams and be familiar with available support resources
  • Use Subject Matter Expert knowledge of benefits technologies and critical thinking skills to accurately respond to internal and external customer inquiries
  • Act as liaison between agency/group and vendor to resolve service requests, including but not limited to training needs, integrations, and escalated needs.
  • Participate in review, testing and feedback for new tech team vendors and current vendor enhancements
  • Report any ticketing errors or escalations promptly to Supervisor
• Online Enrollment Eligibility Ticketing
  • Follow SOP to process eligibility, demographic, and open enrollment changes on behalf of agency within online enrollment vendor.
  • Onboard new groups to EPS service model including reviewing Ease, updating Salesforce, and updating internal tracking guides.
  • Assist in preparing agency report on ticketing and current EPS groups as requested
  • Attend meeting with agency partners to review ticketing and feedback as requested
• Renewal Support
  • Prepare ADPIA renewal report on monthly basis with delivery to Supervisor
  • Gather renewals from major medical carriers within 60 days of renewal as defined in SOP.
  • Prepare spreadsheet to include renewal percentage increases as defined in SOP.
• Ticket Scrubbing
  • Preparation and scrubbing of tickets submitted via email or Salesforce as defined in SOP.
• Salesforce
  • Keep all ticketing information accurate and up to date in Salesforce including ticket status and email/telephone correspondence tracking
• Office Administration
  • Ensure company payroll guidelines are followed in reference to timesheets and PTO
  • Assist with special projects as needed.
  • Follow security protocols to ensure all data is secured and HIPAA compliant.
• Miscellaneous
  • Develop and maintain collaborative working relationships with internal contacts including underwriting, sales, compliance, and finance.
  • Collaborate with leadership on development and updates on Standard Operating Procedures (SOPs).
  • Respond to inquiries from clients professionally and within time frames assigned.
  • Support training needs for new team members as requested by leadership
  • On-site or remote regular attendance and punctuality are essential functions of the job
  • Performs other business tasks or functions as assigned.
  • Report any ticketing errors or escalations promptly to Supervisor

• Must speak fluent English and communicate effectively.
• 1-2 years of experience with group insurance preferred.
• Must have strong people skills, strong phone skills and ability to prioritize.
• Must be detail-oriented, able to work independently in a fast-paced environment with constantly changing parameters.
• Must be proficient in Word and Excel.

• High School Diploma or equivalent required.
• College degree preferred and industry designations helpful, but not required.
• Health Insurance License Preferred, but not Required.