Client Manager

Summary

The Client Manager 1 works closely with the Account Executive to service a portion of the BRMS client base. The Client Manager 1 is the day-to-day point of contact for each client account. The CM 1 strives to ensure service levels and expectations are being met by executing regular and proactive communication with all client administration and upper level on a day-to-day basis.

Other duties may be assigned.

• Organize regularly scheduled communications with all existing clients and internal contacts to determine how BRMS can meet their business needs.
• Review accounts on a monthly basis.
• Build strong relationships with clients’ HR teams, senior managers, and other key stakeholders.
• Manage BRMS client and benefit plan renewals from beginning-to-end with input from the AE.
• Responsible for obtaining and revising necessary information on the account and completing all activity as required.
• Work on new client implementations.
• Prepare, manage and understand and provide critical review of monthly reports.
• Ensure execution of contract and any renewal adjustments by working with finance and sales.
• Exhibit strong technical knowledge of industry, products, and compliance requirements, including plan deductibles and dates.
• Work internally to create and maintain plan documents.
• Mediate between client and carrier.
• Create and update plan documents during and after implementation.
• Create and update  during and after implementation.
• Maintain PPO Network contract application and Plan Cost Reports.
• Respond to Anthem Blue Cross Utilization Management update requests.
• Appropriately escalates issues and opportunities to upper management as need be.
• Provides feedback to assist in the creation of performance improvement goals and development of training programs.
• Ensure proper handling of customer issues and concerns.
• Conduct ongoing training to team members to make certain the quality of service delivered to BRMS customers achieves and exceeds company and productivity standards.
• Review daily and monthly reports, transactions, and trends, and provide feedback to team members and upper management.
• Performs other duties and responsibilities as assigned by Management.

This job has no supervisor responsibilities.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School Degree or G.E.D.; and minimum of two years experience working in a related Customer Support Role; or equivalent combination of education, training, and/or experience in self-funded employee benefits industry, which demonstrates ability to perform the outlined duties above.

Ability to read, speak, and write effectively in English. Ability to interpret documents such as safety rules, memos, letters, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization. Ability to effectively address or resolve customer service issues within guidelines of the position.

Ability to add and subtract, multiply and divide with 10's and 100's.

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Valid, class C license in state working with no adverse driving record.

While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee may occasionally be required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds.

Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.