Account Manager

Primary Duties

Summary:

Organizes and directs account management services for assigned clients. Provide excellent customer service by using industry knowledge and customer service experience to assist with clients’ benefit program administration, from standard day-to-day service needs through all phases of the health and welfare renewal and marketing life cycle. Maintain open and clear communication channels with employee benefits services teams, clients, and carriers. Set due dates, timelines, and manage client expectations.

• Manage assigned clients with minimal supervision from the Account Manager – Team Lead.
• Visit with clients as determined by the Sales Executive including but not limited to: renewal meetings, open enrollment, compliance reviews, underwriting review, health fairs, etc.
• Establish and maintain effective and positive working relationships with carriers, clients, and fellow co-workers.
• Oversee coordination of client services with all other internal departments (wellness, underwriting, compliance, communications, accounting, and online systems).
• Maintain accurate and timely information in agency management systems as outlined by company policy.
• Maintain electronic and paper files as outlined by company policy.
• Maintain electronic record of communication as outlined by company policy.
• Obtain the knowledge and skills to provide back-up to other team members when necessary.
• Assist in acquisition of new clients, develop responses, materials and/or presentation in responses to request for bids.
• Plan and evaluated the client’s current and future needs. Participate in initial and ongoing strategy meetings; maintain current working knowledge of the client’s business and insurance philosophy and objectives; and identify and address client needs/concerns.
• Manage client’s annual health and welfare timeline. Coordinate plan renewal and/or preparation of request for proposal (RFP). Request and prepare relevant information for renewal and marketing processes (draft RFPs, census, billings, risk evaluation, experience reports, etc.). Assemble and analyze quotes and renewal information to present to client. Negotiate rates, services, and plan design with carriers. Review underwriting reports as necessary.
• Obtain client renewal decisions and all necessary paperwork. Process renewals and product/carrier changes with the insured, the insurance company, and internal services teams as needed. Prepare renewal confirmation letter (include group applications, sign off sheets, termination letters, benefit highlights, etc.). Inform carriers of the final renewal/marketing decisions. Coordinate the installation of benefits with the carriers.
• Develop open enrollment communication campaigns. Create value and understanding among the employee population by creating knowledgeable healthcare consumers. Oversee the scheduling and coordination of open enrollment meetings. Request and review carrier open enrollment materials. Schedule carrier participation if required. Conduct meetings as needed.
• Review carrier content for regulatory compliance, accuracy and professional appearance including, but not limited to: contracts, plan documents, SBCs, open enrollment materials, carrier renewals and quotes.
• Prepare compliance documents and client communication as outlined by company policy or as needed.
• Assist in the resolution of escalated claims issues received from clients and/or employees of clients.
• Assist with Form 5500 filing; facilitate the receipt and submission of the relevant Schedules and filing processes.

Answer client questions and perform research as needed. Respond to team requests for information, reports, or research as needed.

• Remain informed of new, updated industry information as well as new product information from the carriers.
• Remain informed of State and Federal laws and regulations regarding health and welfare plans.
• Obtain and maintain any required state licenses, including any related continuing education requirements.
• Become familiar with and follow agency quality control guidelines.
• Perform other duties as assigned by management.