Employee Benefits Client Manager
2 months ago
JOB TITLE: Client Manager
REPORTS TO: Team Manager / Operations Support Supervisor
EXEMPT/NON-EXEMPT: Exempt
DIVISION: Employee Benefit Solutions
GENERAL DESCRIPTION
–
Summary
The Client Manager provides high-level services to our clients. The Client Manager works in conjunction with client executives, producers, and team managers to ensure services promised to clients are faithfully delivered. They assist producers in account solicitation and retention. The client manager may assist in plan design consultation, plan implementation, enrollment services, technology support, and employee communication.
ESSENTIAL DUTIES AND RESPONSIBILITIES
include the following.
· Establish relationships with assigned clients and assume the joint responsibility for client service and retention when a Client Executive is not assigned to a client.
· Create the service plan, where applicable, when a Client Executive is not assigned to the client. Manage and complete assigned service plan activities and tasks, update service plan with completion dates.
· Develop and manage agency relationships with carriers, vendors, underwriters, and other service providers.
· Handle advanced client, producer, and insurer service (such as billing and claims resolution) requests while maintaining a concern for timeliness and completeness when interacting with customers, agency, and carrier personnel.
· Schedule/facilitate open enrollment meetings, client meetings and training sessions with client’s employees; group and/or individual basis to include online site training. Meetings to include with client, client employees via live, conference call or webinar.
· Review/quality check presentation materials, present open enrollment materials to clients and client’s employees live or via webinar. When necessary provide assistance in requesting/creating open enrollment materials, submission requests to marketing communication team for the benefit guide, etc.
· Coordinate the training of Human Resources/Benefit Administrators as necessary, which includes using carrier websites and train their staff and employees. Assist clients with on-going training.
· Conduct periodic coverage and service reviews with clients.
· Follow HBS procedures within Applied EPIC.
· Provide client renewal details to entire team to ensure smooth transition on requesting and processing carrier paperwork. When necessary provide assistance in completing necessary paperwork.
· Inform, educate and make recommendations to clients about benefit administration systems as well as various other technology platforms and systems.
· Maintain ongoing training in the areas of healthcare reform and compliance (i.e. ACA Reporting, COBRA, DOL Audits, ERISA, FMLA, HIPAA, etc.), when a CE is not assigned to the client. Complete necessary compliance checklist/dashboard.
· Completion of necessary WRAP and POP documents per training.
· Attend various monthly division meetings when the meetings pertain to the client manager role.
· Responsible for understanding new and existing carrier products/services and underwriting requirements.
· Perform other duties as requested including exercising discretion and judgment prioritizing workload.
KNOWLEDGE, SKILLS, AND ABILITIES
· Life and Health License must be obtained within 75 days of the first day of New Hire Onboarding
· Minimum of five year’s group/individual benefit experience and a working knowledge and understanding of insurance coverage’s and carrier products
· Understanding and skilled at all basic computer and technology tools
· Demonstrated presentation skills for effective communication both verbal and written with the ability to influence external and internal clients.
· Must be willing to travel as required
· Extremely Detailed and Organized
· Sense of urgency and works well under pressure
· Analytical – technically oriented
· Strong attention to detail and follow-through
· Self-confident
· Ability to communicate with all levels of individuals
BEHAVIOR STANDARD
Maintain a positive work atmosphere by acting and communicating in a manner so that you get along with customers, clients, co-workers and management. All employees are expected to behave in a manner consistent with the corporate values of Driven, Excellent and Together.
WORKING CONDITIONS
Fast-paced, multi-tasking environment requiring tolerance for schedule change and disruption with potential for travel.
JOB PERFORMANCE STANDARDS
The job description is intended to describe the essential responsibilities The Horton Group requires. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential functions.
PHYSICAL REQUIREMENTS
Ability to:
· Perform work on a computer for extended periods of time
· Sit/stand for extended periods of time in work area
· Grasp objects using your fingers (fine motor skills)
· Communicate and speak in a clear, concise and professional manner both in person and on the telephone.
· Travel by air or ground transportation as required in performing job duties.
· Be able to lift and carry objects that weigh a minimum of 20 pounds
Nothing in this job description or in any other written documents or forms maintained by The Horton Group, creates, or may be deemed to create, an employment contract between The Horton Group and any of its employees.
The Horton Group reserves the right to revise the contents of this job description, at any time, without prior notice to its employees.
This job description supersedes any previous oral or written job descriptions.
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