Note: The job is a remote job and is open to candidates in USA. The Word & Brown Companies is seeking an Account Manager to support account management ticketing from broker partners and internal staff. The role involves establishing professional relationships with carrier service teams, acting as a liaison to resolve service requests, and managing ticketing processes effectively.
Responsibilities
- Establish and maintain strong professional relationships with carrier service teams
- Act as liaison between agency/group and carriers to resolve all service requests, including but not limited to 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 Standard Operating Procedure (SOP)
- Detailed notes, emails, tasks, and phone call details should be logged in a Salesforce ticket as defined in the Standard Operating Procedure (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, but not limited to, 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 but not limited to 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 renewals@wordandbrown.com 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 timeframes 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
Skills
- Must speak fluent English and communicate effectively
- Must have strong people skills, strong phone skills, and the ability to prioritize
- Must be detail-oriented, able to work independently in a fast-paced environment with constantly changing parameters
- Must be proficient in Word and Excel
- Proficient in Microsoft Office programs, including Word, Excel, PowerPoint, and Outlook
- Adhere to all PHI (Protected Health Information) and HIPAA (Health Insurance Portability and Accountability Act) guidelines
- High School Diploma or equivalent required
- 1-2 years of experience with group insurance preferred
- College degree preferred
- Industry designations helpful, but not required
- Health Insurance License preferred, but not required
Company Overview