Job Description
This job is responsible for the oversight and execution of administrative and processing requirements in Account Services to effectively support our internal and external customers.
The position is responsible for daily interaction with and service and support of both internal and external customers.
This role ensures customer requests for benefit summaries, administrative level changes and contact updates are processed timely to ensure customer and client success and understanding and supporting the accurate submission of account data in the organization's systems.
This position will work in partnership with our Account Services Coordinators to provide an important level of administrative support that assists the Account Managers with securing and strengthening the foundation of our organization.
Responsibilities
- Maintain a solid understanding of system configuration of customer benefit structure and products and plan designs necessary to accurately process administrative and non-rated changes to existing business, requests for information, benefit highlight summaries as well as other related client requests.
- Collaborate with other functional areas to secure data for presentations or report generation as it relates to client inquiries or issues.
- Research and pursue resolution of issues using systems and workflows; communicates resolution back to the appropriate party.
- Consistently interpret and summarize information from internal departments in a clear and concise response to external customers.
- Support open enrollment meetings and occasionally deliver presentations as required at customer locations and through virtual platforms.
- Support of special projects and miscellaneous responsibilities.
Skills/Experience: Qualifications
- High school diploma or GED required.
- 3 or more years related experience in Sales and Account Management with a focus on administrative/client support including direct and indirect client support preferred.
- Technology savvy with the ability to schedule meetings in Zoom and Microsoft Teams; proficient in Excel.
- Familiarity with client and competitor products and services available. Familiarity with service guarantees, Summary Plan Descriptions (SPD) and contractual language preferred. Knowledge of Current Dental Terminology (CDT) codes and dental nomenclature.
- Effective communication, customer service and time management skills.
- Proven organizational, task management and multi-tasking skills.
- Ability to work in a demanding environment, adhere to deadlines and provide exceptional follow through while maintaining and displaying a courteous, patient, and helpful attitude toward employees.
- Meticulous, flexible work style and creative thinking skills.
- Knowledge and application of English grammar including composition, editing, and proofreading skills.
- Ability to manage detailed work, work with varying types of data and maintain confidentiality.