Account Manager (2260)

Word & Brown Companies•Orange, CA

3d•$23 - $26

About The Position

Purpose of Position: To support ticketing from our broker partners and our internal W&B staff. Ticketing includes, but not limited to, provider/RX search, claims, processing eligibility and policy changes, research, and online enrollment support. Position may require mandatory overtime during months of heavy volume.

Requirements

Must speak fluent English and communicate effectively.
Must have strong people skills, strong phone skills and 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.
High School Diploma or equivalent required.

Nice To Haves

1-2 years of experience with group insurance preferred.
College degree preferred and industry designations helpful, but not required.
Health Insurance License Preferred, but not Required.

Responsibilities

Account Management Ticketing
Establish and maintain strong professional relationship with carrier service teams
Act as liaison between agency/group and carriers to resolve all service requests, including but not limited to billing inquires, claims, eligibility, renewal processing and customer service requests as defined in Standard Operating Procedure (SOP).
Ensure that acknowledgement, status updates and follow up outreach happens in turnaround defined in Standard Operating Procedure (SOP).
Detailed notes, emails, tasks, and phone call details should be logged in Salesforce ticket as defined in 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
Online Enrollment Ticketing
Be proficient in tickets for 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 vendor including, but not limited to, rate/document library updates.
Establish and maintain partnership relationship 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 Supervisor
Online Enrollment Eligibility Ticketing
Follow SOP to process eligibility, demographic, and open enrollment changes on behalf of agency within online enrollment vendor.
Onboard new groups to EPS service model including reviewing Ease, updating Salesforce, and updating internal tracking guides.
Assist in preparing agency report on ticketing and current EPS groups as requested
Attend meeting with agency partners to review ticketing and feedback as requested
Renewal Support
Prepare ADPIA renewal report on monthly basis with delivery to Supervisor
Gather renewals from major medical carriers within 60 days of renewal as defined in SOP.
Prepare spreadsheet to include renewal percentage increases as defined in SOP.
Ticket Scrubbing
Preparation and scrubbing of tickets submitted via email or Salesforce as defined in SOP.
Salesforce: Keep all ticketing information accurate and up to date in Salesforce including ticket status and email/telephone correspondence tracking
Office Administration
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.
Miscellaneous:
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
On-site or remote regular attendance and punctuality are essential functions of the job
Performs other business tasks or functions as assigned.
Report any ticketing errors or escalations promptly to Supervisor