Senior Account Coordinator

KPH Healthcare Services • Town of De Witt, NY

122d • $23

About The Position

The position involves overseeing and managing workflow for the client support department, ensuring that the needs of ProAct clients and members are met. The role is described as a 'player-coach', where the individual will have limited supervisory duties while also performing the day-to-day functions of an Account Coordinator. This includes acting as a liaison to management and other organizational leaders.

Requirements

• Minimum High School Diploma or GED
• 2 years experience in Customer/Client Service
• Valid drivers license

Nice To Haves

• AS Degree or Higher in Business Administration, Marketing or related field
• 2 years experience with Health Care, Insurance and/or Account Management

Responsibilities

• Plan and manage workflow to ensure timely resolution of client requests.
• Lead regular meetings with all team members.
• Coordinate team member engagement in the support of overall client needs.
• Establish and track objective metrics for team’s overall performance.
• Establish and track objectives metrics for all Account Coordinators.
• Be an additional resource in escalation for all account coordinators.
• Provide ongoing development and training to team members.
• Mentor and facilitate the onboarding of any future Account Coordinators.
• Create as needed and oversee process improvement initiatives.
• Provide support to client facing team(s) and their day-to-day responsibilities.
• Perform quality assurance audits on a regular basis to measure client satisfaction.
• Respond to client and member questions and ensure their problems are resolved.
• Assist in the resolution of escalated customer service issues.
• Assist in the onboarding of new clients, including new group enrollments, group and member eligibility, benefit design, provider relations, and quality assurance of the products.
• Coordinate, maintain, and manage the distribution of monthly, quarterly, and annual management reports for PBM clients.
• Oversee and coordinate on-site resolution of customer service issues to clients.
• Oversee and coordinate on-site orientation to new PBM clients when necessary.
• Interface via all means of communication with various external business partners as needed for problem resolution.
• Responsible for the assessment, evaluation and implementation of technologies needed to maximize efficiencies within assigned departments.
• Assist in planning and implementing client educational forums and special events.
• Attend on-site client service meetings, employee orientation meetings and health fairs.
• Responsible for completing all mandatory and regulatory training programs.
• Perform other duties as assigned.

Benefits

• Compensation of $23.00 per hour
• Final offer determined after consideration of skills, experience, and education
• Compliance with local, state, and federal minimum wage regulations

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1,001-5,000 employees