COBRA Account Manager I

The Account Manager I position is responsible to deliver dedicated service to our value level clients and partners by forging solid, long lasting business relationships. The Account Manager I role serves as the primary point of contact and adds customer value by responding to the client/partner needs and ensuring customer satisfaction by providing support and assistance with issue resolution, navigating and collaborating internally as needed to deliver a timely result.

Essential Job Duties and Responsibilities:

• Deliver service to clients and partners leveraging knowledge of Consumer Directed Benefits, COBRA, and Direct Billing administration
• Provide onboarding support for new clients to ensure a positive “Go Live” experience
• Serve as a liaison and coordinate internally to drive resolution for clients and partners
• Represent the voice of the customer by advocating for system enhancements, process change and product enhancements
• Deliver training and support to clients to ensure they are equipped to handle various aspects of plan administration
• Educate clients and partners and recommend solutions to enhance their experience
• Monitor account activity and alert clients and partners, as needed
• Facilitate corrections to participant enrollment records, as needed
• Establish rapport and build solid relationships with clients and partners
• Initiate Salesforce cases and monitor to drive timely problem resolution for clients and participants
• Maintain Salesforce records, including case management and overall system hygiene ensuring data accuracy
• Continuously expand knowledge and experience with Consumer Directed Benefits, COBRA, and Direct Billing
• Stay abreast of regulatory changes and communicate with clients/partners as appropriate

Typical schedule for this position is Monday to Friday 8 a.m. CT to 5 p.m. CT. 10% to 15% nationwide travel.

Qualifications

Education and Experience:

Associate’s degree. Bachelor’s Degree preferred with a minimum of one-year third party benefit administration experience including Consumer Directed Benefit, COBRA, and/or Direct Billing administration, or the equivalent combination of education and experience will be considered.

Accountabilities:

• Manage case resolution time and case volume/severity at the client level
• Continuously improve client feedback scores
• Consistently operate within BRI’s service metrics that meet or exceed client retention goals

Knowledge, Skills, and Abilities:

• Knowledge and experience with Consumer Direct Benefit, COBRA, and Direct Billing administration
• Demonstrated strength in customer service delivery
• High energy, positive outlook, accountable, transparency, and integrity.
• Strong analytical, critical thinking, and problem-solving skills
• Ability to foster an atmosphere of teamwork within and between departments
• Excellent overall communication skills with the ability to successfully command conversations and deliver presentations
• Ability to maintain confidentiality of records and information
• Strong organizational skills including the ability to manage multiple projects and details simultaneously
• Thorough attention to detail and accuracy of work
• Experience operating typical desktop hardware and software including Consumer Directed Benefits, COBRA, and/or Direct Billing administration software, and proficiency with Microsoft’s Office 365 core applications (Word, Excel, Power Point, Outlook, and Teams)
• Experience with Salesforce and WEX Health applications desired but not required

Physical and Mental Requirements:

• Ability to sit for extended periods of time; use hands to finger, grasp, or handle; see, talk, hear; see, perform repetitive motions of the hands and/or wrists.
• Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer, and/or reading.
• Ability to operate standard office equipment (ex. computer, telephone, photocopier, fax machine, etc.)

Environmental Conditions:

Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions.

Originally posted on Himalayas

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