The Account Manager I position is responsible to deliver dedicated service to our value level clients and partners by forging solid, long lasting business relationships. The Account Manager I role serves as the primary point of contact and adds customer value by responding to the client/partner needs and ensuring customer satisfaction by providing support and assistance with issue resolution, navigating and collaborating internally as needed to deliver a timely result.
Essential Job Duties and Responsibilities:
- Deliver service to clients and partners leveraging knowledge of Consumer Directed Benefits, COBRA, and Direct Billing administration
- Provide onboarding support for new clients to ensure a positive “Go Live” experience
- Serve as a liaison and coordinate internally to drive resolution for clients and partners
- Represent the voice of the customer by advocating for system enhancements, process change and product enhancements
- Deliver training and support to clients to ensure they are equipped to handle various aspects of plan administration
- Educate clients and partners and recommend solutions to enhance their experience
- Monitor account activity and alert clients and partners, as needed
- Facilitate corrections to participant enrollment records, as needed
- Establish rapport and build solid relationships with clients and partners
- Initiate Salesforce cases and monitor to drive timely problem resolution for clients and participants
- Maintain Salesforce records, including case management and overall system hygiene ensuring data accuracy
- Continuously expand knowledge and experience with Consumer Directed Benefits, COBRA, and Direct Billing
- Stay abreast of regulatory changes and communicate with clients/partners as appropriate
Typical schedule for this position is Monday to Friday 8 a.m. CT to 5 p.m. CT. 10% to 15% nationwide travel.
Qualifications
Education and Experience:
Associate’s degree. Bachelor’s Degree preferred with a minimum of one-year third party benefit administration experience including Consumer Directed Benefit, COBRA, and/or Direct Billing administration, or the equivalent combination of education and experience will be considered.
Accountabilities:
- Manage case resolution time and case volume/severity at the client level
- Continuously improve client feedback scores
- Consistently operate within BRI’s service metrics that meet or exceed client retention goals
Knowledge, Skills, and Abilities:
- Knowledge and experience with Consumer Direct Benefit, COBRA, and Direct Billing administration
- Demonstrated strength in customer service delivery
- High energy, positive outlook, accountable, transparency, and integrity.
- Strong analytical, critical thinking, and problem-solving skills
- Ability to foster an atmosphere of teamwork within and between departments
- Excellent overall communication skills with the ability to successfully command conversations and deliver presentations
- Ability to maintain confidentiality of records and information
- Strong organizational skills including the ability to manage multiple projects and details simultaneously
- Thorough attention to detail and accuracy of work
- Experience operating typical desktop hardware and software including Consumer Directed Benefits, COBRA, and/or Direct Billing administration software, and proficiency with Microsoft’s Office 365 core applications (Word, Excel, Power Point, Outlook, and Teams)
- Experience with Salesforce and WEX Health applications desired but not required
Physical and Mental Requirements:
- Ability to sit for extended periods of time; use hands to finger, grasp, or handle; see, talk, hear; see, perform repetitive motions of the hands and/or wrists.
- Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer, and/or reading.
- Ability to operate standard office equipment (ex. computer, telephone, photocopier, fax machine, etc.)
Environmental Conditions:
Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.
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