Purpose of Position: To be the Account Management inside point of contact for agency partnerships for all service and technical support issues. Communicate with agency contacts and internal team on a regular basis; developing a trusting/productive relationship. Follow standard operating procedures as it relates to customer service, sales service, and technical concerns. Works collaboratively to make informed decisions with all internal departments, specifically, GA Sales, GA Operations and Choice Administrators.

Essential Functions:

Account Management Ticketing:

• Establish and maintain strong professional relationships 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 acknowledgment, 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 a 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 vendors including, but not limited to, rate/document library updates.
• Establish and maintain partnership relationships 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 Team Lead and Director of Account Management.
• 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 reports 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 a monthly basis with delivery to Director of Account Management.
• 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.
• Monitor renewals@wordandbrown.com and support requests for renewals.
• 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 Health Insurance Portability and Accountability Act (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 timeframes assigned.
• Support training needs for new team members as requested by leadership.
• Report any ticketing errors or escalations promptly to Team Lead, Supervisors and/or Director of Account Management.
• Regular remote and on-site attendance and punctuality are essential functions of the job.
• Performs other business tasks or functions as assigned.
• May require overtime as needed. -Non-exempt (hourly)

Knowledge, Skills & Abilities Required:

• Must speak fluent English and communicate professionally and effectively.
• Carrier eligibility knowledge and underwriting experience preferred.
• 1-2 years of experience with group insurance preferred.
• 1-2 years of experience facilitating claims preferred.
• Must have strong people skills, team skills, phone skills, empathy and the ability to prioritize.
• Must be detail-oriented, able to work independently in a fast-paced environment with constantly changing parameters and high volume.
• Must be proficient in Word and Excel.
• Experience using SalesForce and Online Enrollment platforms a plus.

Educational Requirements:

• High School Diploma or equivalent required
• College degree preferred
• Industry designations helpful, but not required
• Health Insurance License preferred, but not required

Physical Requirements: Must be able to sit for extended periods of time and occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 10 pounds occasionally.