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Client Service Manager
2 months ago
The Client Service Manager provides expert advice and assistance to clients, utilizing technical and industry knowledge, as well as exceptional client service skills, to meet client needs and resolve difficulties.
Key Responsibilities- Act as the primary point of contact for clients, carriers, and other stakeholders on the Client Service Team.
- Review and prepare RFPs, analyzing utilization reports, carrier reports, and claims data to identify trends and opportunities.
- Coordinate COBRA, HIPAA, and 5500 data, ensuring compliance with regulatory requirements.
- Work closely with carrier representatives to implement new plans, ensuring a smooth transition.
- Ensure timely delivery of required plan information and materials to clients.
- Guide and mentor Benefit Analysts in gathering client census and benefit plan information for new business presentations, renewals, and open enrollment meetings.
- Explain client needs and concerns, focusing on how various plan designs and recommendations address those issues.
- Review and approve renewals, new business presentations, and open enrollment materials to ensure accuracy, completeness, and compliance with company and regulatory guidelines.
- Maintain client files and documentation according to policy and procedures, adhering to Marsh & McLennan professional standards.
- Develop analytical, customer service, and communication skills to perform as a Client Executive Service.
- Present financial measures used to predict and analyze plan benefit costs, and the factors influencing those costs and premium rates, to Client Service or Sales Executive.
- Participate in prospect and renewal meetings to learn client needs, challenges, and concerns, under the guidance of the Client Executive Service.
- Learn best practices to present renewal outcomes to clients and provide recommendations based on findings, with the ultimate goal of taking on these responsibilities.
- Conduct employee open enrollment meetings to communicate benefit options.
- Respond to and resolve routine issues clients may encounter regarding receipt of benefit services and coverage questions.
- Keep Client Executive Service apprised of potential E&O concerns and client dissatisfaction, strategizing with them to develop possible resolutions and proactive solutions to avoid continued or future problems.
- Must possess a strong understanding of health and welfare plan benefits and carriers, acquired through 5 years' experience providing group health and benefits sales or service at a brokerage or carrier.
- Bachelor's degree strongly preferred.
- Strong communication skills, with the ability to provide non-technical explanations to technical matters, and summarize and present information in a clear, concise, and accurate written and verbal format.
- Strong knowledge of employee health insurance carriers, their strengths and weaknesses, plan design features, and the general factors affecting cost and plan design.
- Maintain a valid unrestricted Life and Disability License in California and meet continuing education requirements.
- Proficiency with Microsoft Word, Excel, and PowerPoint, including work experience creating tables, charts, graphs, pivot tables, and formulas.
