Account Manager

Job Details

Location:

Orange, CA 92868
Position Type:
Full Time
Salary Range: $26.00 - $36.00 hourly

To support account management ticketing from our broker partners and our internal W&B staff. Account management ticketing includes, but is not limited to, provider/RX search, claims, processing eligibility, policy changes, research, and online enrollment support. Position may require mandatory overtime during months of heavy volume.

• Establish and maintain strong professional relationships with carrier service teams
• Act as liaison between agency/group and carriers to resolve all service requests, including billing inquiries, claims, eligibility, renewal processing, and customer service requests as defined in Standard Operating Procedure (SOP)
• Ensure that acknowledgment, status updates, and follow‑up outreach happen in the turnaround defined in the SOP
• Detailed notes, emails, tasks, and phone call details should be logged in a Salesforce ticket as defined in the SOP
• Conduct thorough Provider/Rx searches and network analyses
• Proficiently know carrier partner support resources, including carrier portals and service teams available

• 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 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 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 the Team Lead and Director of Account Management

• Follow SOP to process eligibility, demographic, and open enrollment changes on behalf of the agency within the online enrollment vendor
• Onboard new groups to Eligibility service model including reviewing Ease, Employee Navigator, updating Salesforce, and updating internal tracking guides
• Assist in preparing agency reports on ticketing and current Eligibility groups as requested
• Attend meeting with agency partners to review ticketing and feedback as requested

• Prepare ADPIA renewal report on a monthly basis with delivery to the Director of Account Management
• Gather renewals from major medical carriers within 60 days of renewal as defined in SOP
• Prepare a spreadsheet to include renewal percentage increases as defined in SOP
• Monitor  and support requests for renewals

• Preparation and scrubbing of tickets submitted via email or Salesforce as defined in SOP

• Keep all ticketing information accurate and up‑to‑date in Salesforce, including ticket status and email/telephone correspondence tracking

• 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 HIPAA compliant

• 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 time frames assigned
• Support training needs for new team members as requested by leadership
• Report any ticketing errors or escalations promptly to the Team Lead, Supervisors, and/or the Director of Account Management

On-site or remote regular attendance and punctuality are essential functions of the job.

Perform other business tasks or functions as assigned.

• Must speak…