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Healthcare Client Relationship Manager
Chicago, IL
Job Description
CLIENT RELATIONSHIP MANAGER
POSITION SUMMARY
The Client Relationship Manager has full command of their aligned market, serving as a direct resource for Key Business Partner Account Management Teams. Responsibilities include but are not limited to: providing a highly personalized client and broker experience dedicated to educating contacts and brokers on coverage and the tools and resources that are available to them, assisting with all day to day requests and service escalations, claim and benefit inquiries, billing and invoice questions, payment verification, generating reports, general guidance with compliance related matters, collaboration with internal departments, group set-up support and ancillary services implementation. The position is responsible for the overall client satisfaction of their assigned account.
ESSENTIAL FUNCTIONS
The Client Relationship Manager has full command of their aligned market, serving as a direct resource for Key Business Partner Account Management Teams. Responsibilities include but are not limited to: providing a highly personalized client and broker experience dedicated to educating contacts and brokers on coverage and the tools and resources that are available to them, assisting with all day to day requests and service escalations, claim and benefit inquiries, billing and invoice questions, payment verification, generating reports, general guidance with compliance related matters, collaboration with internal departments, group set-up support and ancillary services implementation. The position is responsible for the overall client satisfaction of their assigned account.
ESSENTIAL FUNCTIONS
- Serves as primary point of contact between the Key Business Partner Account Management, Sales, Agents/Brokers, Employer Groups and various Allied departments to provide oversight of plan administration.
- Represents Allied at business functions to promote positive image of the company
- Maintains and has ownership of a block of key accounts
- Monitors overall customer experience of individual book of business including call metrics, claim account metrics and performance guarantees to improve client and customer satisfaction.
- Strong understanding of New Business and Reissue submission paperwork received from BPO Clients to ensure plan details are communicated correctly to the BPO Core Group and for Customer Service Questions.
- Cultivates strong, productive, and influential relationships with Key Business Partners, driving retention and new business growth.
- Support facilitation of the renewal of existing cases by management of overall service and maintaining service level expectations.
- Client facing providing support during onboarding process and is capable of independently resolving issues while improving the overallclient experience
- Fosters a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
- Executes effective resolutions for escalated client issues including root cause analysis to mitigate future concerns
- Executes effective resolutions for routine problems (i.e., billing, employer and member concerns, etc.) by working with the appropriate departments and the client to ensure resolution.
- Partners with Senior staff to proactively address critical issues.
- Troubleshoot, identify, and improve internal processes with various Allied departments.
- Collaborates with the Allied Compliance team to stay up to date on all compliance and regulation topics.
- Provide communication to clients regarding ACA compliance
- Provide Administrative Procedures and website training
- Produce and analyze Ad Hoc reporting when requested
- Demonstrates Excellent interpersonal communication skills, both written and verbal, with the ability to tailor messages to the appropriate audience
- Demonstrates strength and understanding of all workflows and business processes to execute the overall service strategy for BPO Clients.
- Other duties as assigned.
EDUCATION
- Bachelor's degree or equivalent work experience required.
- Producer's license preferred.
EXPERIENCE AND SKILLS
- 3-5 years Group Health Insurance/Benefits experience required, preferably in an Account Management or client facing role
- Excellent verbal and written communication skills.
- Excellent sales and customer service skills.
- Proficient with Microsoft Office Suite or related software.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Strong sense of urgency
- Excellent time management skills with a proven ability to meet deadlines.
- Strong analytical and problem-solving skills.
- Self-starter with ability to be proactive and take independent action.
- Strong critical thinking skills.
- Team player and good listener.
POSITION COMPETENCIES
- Job Knowledge
- Time Management
- Accountability
- Communication
- Initiative
- Customer Focus
PHYSICAL DEMANDS
- This is an office environment requiring extended sitting and computer work
WORK ENVIRONMENT
- Remote
The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Bachelor's Degree
Required Experience
3 to 5 years
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