Client Service Manager PA - Small Group

Company :

Highmark Inc.

Job Description : 

JOB SUMMARY

 

This job partners with assigned Client Managers to maintain and grow existing Small Group business and ensure that positive account relationships are maintained. The incumbent assists in the preparation of proposals, meeting materials and/or sales collateral during the account renewal process. Evaluates, recommends and implements processes to ensure that account objectives are met. Serves as the sales liaison between group administrators and producers, and the Organization's internal departments for problem resolution.

 

ESSENTIAL RESPONSIBILITIES

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained.

• Assist in the preparation of benefit design analysis for specialized proposals and quotes. 

• Develop detailed specifications for implementation of new products for clients. May conduct enrollment meetings during the account renewal process.

• Analyze operational business problems and provide problem resolution and effect change to all facets of the company. (i.e. address benefit and administrative issues and recommend alternative solutions for the account, etc.)

• Leverage internal resources to bring the best service and problem resolution to assigned accounts.

• Work closely with Client Installation and Enrollment teams responsible for account processing and set-up to ensure accurate and seamless service delivery.

• Develop documents and processes to ensure effective communication via work plans for all account implementation activities.

• Function as the primary contact for the resolution of the day to day account service issues.

• Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty.

• Other duties as assigned or requested.

   

  EDUCATION

   

  Required

• High School Diploma/GED

   

  Substitutions

• None

   

  Preferred

• Bachelor's Degree in Business Administration/Management

   

  EXPERIENCE

   

  Required

• 2 - 4 year relevant, progressive experience in the area of specialization

   

  Preferred

• None

   

  LICENSES AND CERTIFICATIONS

  Required

• State specific Producers License for Life, Accident & Health

   

  Preferred

• None

   

  SKILLS

• Service orientation

• Diligence

• Problem solving

• Communication

• Drive for results

• Evaluates critically

• Influence, persistence and resilience

• Planning and organizing

   

  Language (Other than English)

  None 

   

  Travel Required
  0% - 25%

   

  PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

   

  Position Type

  Office-Based

   

  Teaches / trains others regularly

  Occasionally

   

  Travel regularly from the office to various work sites or from site-to-site

  Occasionally

   

  Works primarily out-of-the office selling products/services (sales employees)

  Never

   

  Physical work site required 

  Yes

   

  Lifting: up to 10 pounds

  Occasionally

   

  Lifting: 10 to 25 pounds

  Rarely

   

  Lifting: 25 to 50 pounds

  Never

   

  Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
  
  Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and stat