Job Summary
The Account Manager is responsible for managing and directing the front line relationship with non-complex clients including, but not limited to, key decision makers - HR leadership, distributors (brokers), and C-level partners, and internal staff delivering the total healthcare benefit solution. They are responsible for managing the relationship, assuring superior service levels, overall retention of the business, and upsell WebTPA products - where appropriate.

Essential Functions

• The essential functions listed represent the major duties of this role, additional duties may be assigned.
• Client Support:
  . Respond to client inquiries within 24 hours, acknowledging and building expectations for resolution
  . Delivering on commitments
  . Create and maintain a proactive communication strategy with clients, related distributors, business partners, and consultants adequate to identify and address problems and issues expeditiously
  . Build and maintain a strong understanding of product/service delivery systems and infrastructure adequate to identify and address problems and issues, including information requests, expeditiously (35%)
• Client Management:
  . Evaluate client needs and lead cross functional teams to design, plan, configure, and implement products and services on a timely basis - Renewals, New Client implementation
  . Schedule and lead client/delivery team meetings; developing and communicating progress against client's plan management strategy; gathering required data, research, and supporting analysis, and handouts/documents to guide the discussion
  . Build and maintain effective feedback infrastructure to gather critical intelligence on client satisfaction from all sources related to the client's total product/service delivery system, including brokers, consultants, vendors, partners, stop loss carriers, etc., to ensure maximum opportunity to retain the business and related revenues
  . Build and maintain a strong business/working relationship with clients and distribution networks sufficient to maintain and increase revenues
  . Identify other opportunities and referrals (35%)
• Work as a responsible team member supporting projects relating to problem resolution, research, implementations, enrollments, and renewals (10%)
• Develop and maintain familiarity with WebTPA reporting and analysis tools adequate to report plan performance metrics to brokers, consultants, and clients (5%)
• Ensure delivery of fully executed client contracts including but not limited to ASA, Plan document, Compliance, Network, PBM, BAA, etc (5%)
• Other duties in collaboration and close coordination with manager:
  * Analyze and evaluate client's plan performance and seek out opportunities to upsell/cross sell WebTPA products and services, or revenue producing partner products and services, while improving the overall service experience to clients and their members
  * Develop and maintain a thorough understanding of clients objectives for their plan; discuss key performance indicators, analyze issues, and recommend/model changes necessary to achieve those objectives
  * Communicate and assure client compliance with federally and state mandated requirements
  * Review and assess clients benefit plans broadly considering key factors - industry, locations, required product/service mix and compliance factors
  (5%)
• SUPERVISORY RESPONSIBILITIES: Assist leadership team in leading and guiding the work of the Account Management Associate (5%)

Required Work Experience
5 years related work experience. Experience Details: in the health insurance industry administration working directly with clients and distribution networks in a healthcare benefits related environment

Required Management Experience
No supervisory/management experience required

Required Education
High school diploma or GED

Additional Required Qualifications
Detailed knowledge of Healthcare Reform.
Extensive experience and demonstrated proficiency in all MS Office applications including Word, Excel, Access and PowerPoint.
Strong verbal and written communication skills. Writing samples may be requested as proof.
Comfortable working and communicating across operational areas within the organization.
Can appropriately handle confidential and sensitive information.
Ability to present to clients and executives in a confident manner.
Managing the message to the intended audience consistent with business objectives
Superior client service attitude coupled with excessive energy and enthusiasm.
Strong desire to succeed in conjunction with a highly developed work ethic.
Extremely driven with the ability to self-manage.
High attention to details; particularly those driving benefit plan performance
Ability to work independently/autonomously and proactively as well as collaboratively as a member of a team.
Analysis - ability to identify problems/issues and propose high-performing solutions.
Ability to segment and prioritize workload based on time sensitivities and critical success factors
General project management skills

Preferred Education
Bachelor's degree in Business or Communications

Additional Preferred Qualifications
Proficiency and experience in iii:PUT a plus.

General Physical Demands
Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

Physical/Environmental Activities
Must be able to travel to multiple locations for work (i.e. travel to attend meetings, events, conferences). Occasionally
We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.