Account Manager - Pool

Overview

The Account Manager is the primary Marketing contact supporting Benefit Coordinators with their service and support needs with the goal of achieving high member satisfaction, engagement and retention. The Account Manager will provide friendly, knowledgeable and effective service, coordinating with internal departments and external vendors as necessary to resolve any issues that the Benefit Coordinator reports. The Account Manager will develop and maintain positive relationships with our members and coordinate with the Account Executive to proactively identify and address member needs.

The Account Manager will support the Account Executive with planning, preparation, and support of pre-renewal strategic discussions, renewal documentation, open enrollment meetings and overall service metrics.

• Develop and maintain a positive working relationship with Benefit Coordinators of assigned groups. Establishes and maintains a high level of trust and confidence with groups, their employees and respective brokers / consultants.
• Ensure prompt response to service issues reported by Benefit Coordinators and facilitate resolution of issues by coordinating with internal departments and external vendors as necessary.
• Maintains daily and accurate documentation in appropriate systems (Salesforce, Member Database, etc.). Document all interactions with Member groups in Salesforce or other systems as appropriate. Ensure that cases are set up on a timely basis, referred to the appropriate party, and tracked throughout the process for resolution.
• Develop and maintain strong working relationships with the Marketing Account Management Manager, your assigned Account Executive, other internal Leaders, and various Departments within TX Health Benefits Pool.
• Coordinate and assist with onboarding of new member groups and assure accurate and timely implementation. This includes clear, concise, and consistent communication with new groups to gather all TXHB required documentation per established timelines. Examples:
  Business Acceptance Form, Enrollment Form, and Eligibility documents.
• Works closely with the Account Executive throughout the existing group renewal process, ensuring renewal paperwork is accurate, timely, and complete per established timelines.
• Communicate with new and existing groups regarding outstanding renewal, enrollment documents, audit documents, and outstanding invoice balance per established timelines.
• Provides competitive analysis and market vulnerabilities feedback from Member Groups and Broker/Consultants to the Account Executive, Sales Executive and Marketing Manager for assigned groups.
• May provide support and education on TX Health Benefits Pool strategy to new Benefit Coordinators and Decision Makers as well as new Broker/Consultants when there is a new Member Group Onboarding or when there is a change in contact for a current Member Group.
• May assist with administrative duties related to Enrollment and Billing as necessary. May include working basic Enrollment and Billing related work in TXHB Online.
• Assist the Account Executive or perform in-person strategic semi-annual, and pre-renewal reviews as needed. In addition, may also perform in-person or virtual meetings regarding TXHB programs and services as needed.
• Assist the Account Executive with proactive education and dialogue with Benefit Coordinators to ensure appropriate and timely decisions related to benefits and services.
• Promotes webinar education, Benefit Coordinator training, wellness events, and regional meetings to encourage attendance/participation.
• Work in cooperation with Account Executive to create, edit, and share targeted group reporting packages and presentation slide decks for open enrollment, strategic meetings, and other group meetings as assigned.
• Protects the confidentiality, integrity and availability of information and records that TX Health Benefits Pool creates, receives, maintains, or transmits by complying with TX Health Benefits Pool policies and procedures, including policies and procedures on physical, administrative, and technical safeguards.
• Physical safeguards are physical…