Account Manager - San Antonio, TX

What is your impact?

The Account Manager is responsible for managing and directing the front‑line relationship with clients including, but not limited to, key decision makers – HR leadership, distributors (brokers), and C‑level partners, and internal staff delivering the total healthcare benefit solution. This includes managing the relationship, assuring superior service levels, overall retention of the business, and upsell WebTPA products, where appropriate.

This is a Full time in office position located at 19100 Ridgewood Pkwy San Antonio, TX 78259

• Client Support: (35%)
  • Respond to client inquiries within 24 hours, acknowledging and building expectations for resolution.
  • Delivering on commitments
  • Create and maintain a proactive communication strategy with clients, related distributors, business partners, and consultants adequate to identify and address problems and issues expeditiously.
  • Build and maintain a strong understanding of product/service delivery systems and infrastructure adequate to identify and address problems and issues, including information requests, expeditiously.
• Client Management: (35%)
  • Evaluate client needs and lead cross functional teams to design, plan, configure, and implement products and services on a timely basis.
  • Schedule and lead client/delivery team meetings; developing and communicating progress against client's plan management strategy; gathering required data, research, and supporting analysis, and handouts/documents to guide the discussion.
  • Build and maintain effective feedback infrastructure to gather critical intelligence on client satisfaction from all sources related to the client's total product/service delivery system, including brokers, consultants, vendors, partners, stop loss carriers, etc., to ensure maximum opportunity to retain the business and related revenues.
  • Build and maintain a strong business/working relationship with clients and distribution networks sufficient to maintain and increase revenues.
  • Identify other opportunities and referrals.
• Work as a responsible team member supporting projects relating to problem resolution, research, implementations, enrollments, and renewals (10%).
• Develop and maintain familiarity with WebTPA reporting and analysis tools adequate to report plan performance metrics to brokers, consultants, and clients (5%).
• Ensure delivery of fully executed client contracts including but not limited to ASA, Plan document, Compliance, Network, PBM, BAA, etc. (5%).
• Other duties in collaboration and close coordination with manager: (5%)
  • Analyze and evaluate client's plan performance and seek out opportunities to upsell/cross‑sell WebTPA products and services, or revenue‑producing partner products and services, while improving the overall service experience to clients and their members.
  • Develop and maintain a thorough understanding of clients objectives for their plan; discuss key performance indicators, analyze issues, and recommend/model changes necessary to achieve those objectives.
  • Communicate and assure client compliance with federally and state mandated requirements.
  • Review and assess clients benefit plans broadly considering key factors - industry, locations, required product/service mix and compliance factors.

• 5+ years related work experience in the health insurance industry administration working directly with clients and distribution networks in a healthcare benefit related environment.
• High school diploma or GED.
• Detailed knowledge of Healthcare Reform.
• Extensive experience and demonstrated proficiency in all MS Office applications including Word, Excel, Access and PowerPoint.
• Strong verbal and written communication skills. (Writing samples may be requested as proof.)
• Comfortable working and communicating across operational areas within the organization.
• Ability to appropriately handle confidential and sensitive information.
• Ability to present to clients and executives in a confident manner.
• Managing the message to the intended audience consistent with business objectives.
• Superior client service attitude coupled with excessive energy and enthusiasm.
• Strong desire to succeed in…