Account Manager (Full Time)

Location: Brookings

 

POSITION OVERVIEW

The Account Manager is responsible to create and maintain positive relationships with all clients by proactively servicing their needs.

ESSENTIAL FUNCTIONS

  • Provide customer service to Discovery Benefits clients.
    • Answer Account Management phone queue within 30 seconds.
    • Respond to customer inquiries via email/ phone within 24 hours.
    • Consistently meet the Discovery Benefits Customer Service standards and skill requirements.
    • Basic understanding of all rotating tasks and projects
  • Communicate internally to ensure customer loyalty.
    • Communicate with other departments in order to ensure that the employers plan is administered according to the plan design.
    • Report any missing links during the account implementation.
    • Document any formal complaints and share with Regional Director.
  • Support a positive team work environment
    • Share knowledge.
    • Detect needs for creating efficiencies and improving processes.
    • Communicate to all appropriate team members regarding plan differences.
  • Assist with group account management.
    • Contact the employer to request additional funds as required.
    • Communicate any account discrepancies to the employer.
    • Assist Operations and Participant Services by contacting employer regarding any participant discrepancies.
  • Compliance under Section 125 of the Internal Revenue Code.
    • Provide information and documentation to the employer to ensure that they are in compliance with the IRS guidelines.
    • Answer questions in regards to the plan document/ summary plan description.
  • Ensure privacy according to HIPAA, HITECH, and Red Flag Rules.
  • Provide support to Growth & Development for new and renewing group enrollments.
    • Provide reporting to sales, manager and employer during open enrollment.
    • Prepare and send employer packets and enrollment materials.
    • Track and follow-up to ensure a completed design guide, Administrative Service Agreement and Benefits Debit Card Agreement (when applicable) is received for each renewal.
    • Coordinate web enrollment status with account specialists.
  • Work on special projects as assigned.
    • Assist team leader with special projects.
    • Develop and update administrative procedures as needed.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES

  • Customer service experience and benefit experience typically acquired in 2 years.
  • Basic knowledge of Section 125.
  • Computer proficiency required.
  • Must have excellent customer service skills.
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Excellent organizational skills
  • Excellent analytical skills
  • Works with others in a team environment
  • Innovative
  • Meets daily deadlines consistently
  • Must take initiative in jobs performed; seek solutions and answers to problems
  • Flexibility/ adaptability