Client Relationship Manager
2 weeks ago
Position Summary: The Client Relationship Manager plays a vital role in collaborating with the Account Executive to support a segment of the BRMS client portfolio. This position serves as the primary point of contact for client accounts, ensuring that service standards and expectations are consistently met through regular and proactive communication with client administration and senior management.
Key Responsibilities: The following duties are essential to the role. Additional responsibilities may be assigned as needed.
- Facilitate regular communication with existing clients and internal stakeholders to assess how BRMS can fulfill their business requirements.
- Conduct monthly account reviews.
- Develop strong partnerships with clients' HR departments, senior leaders, and other critical stakeholders.
- Oversee the complete process of BRMS client and benefit plan renewals, collaborating with the Account Executive.
- Gather and update necessary account information and ensure all required activities are completed.
- Assist in the implementation of new client accounts.
- Prepare, manage, and critically review monthly reports.
- Coordinate with finance and sales to ensure contract execution and any renewal modifications.
- Demonstrate comprehensive technical knowledge of the industry, products, and compliance requirements, including plan deductibles and timelines.
- Work internally to create and maintain plan documentation.
- Act as a liaison between clients and carriers.
- Update plan documents and ID cards during and post-implementation.
- Maintain PPO Network contract applications and Plan Cost Reports.
- Respond to requests for updates from Anthem Blue Cross Utilization Management.
- Escalate issues and opportunities to Upper Management as necessary.
- Provide feedback to aid in the development of performance improvement objectives and training programs.
Customer Service Excellence:
- Ensure effective resolution of customer inquiries and concerns.
- Conduct ongoing training for team members to ensure the quality of service delivered to BRMS clients meets and exceeds company standards.
- Review daily and monthly reports, transactions, and trends, providing constructive feedback to team members and Upper Management.
- Perform other duties as assigned by Management.
Knowledge, Skills, & Abilities:
- Expertise in the relevant field.
- Exceptional verbal and written communication skills.
- Strong analytical and problem-solving abilities.
- Professional demeanor at all times.
- Proficient in computer applications, including Word, Excel, and Outlook.
Supervisory Responsibilities: This position does not have supervisory responsibilities.
Qualifications: To succeed in this role, an individual must be able to perform each essential duty satisfactorily. The qualifications listed below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Education and Experience: High School Diploma or G.E.D.; a minimum of two years of experience in a related customer support role; or an equivalent combination of education, training, and experience in the self-funded employee benefits sector, demonstrating the ability to perform the outlined duties.
Language Proficiency: Ability to read, speak, and write effectively in English. Capable of interpreting documents such as safety rules, memos, letters, and procedural manuals. Proficient in writing routine reports and correspondence. Able to effectively address or resolve customer service issues within the guidelines of the position.
Mathematical Skills: Ability to perform basic arithmetic operations.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions provided in written, oral, or diagram form. Capable of addressing problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations: Valid class C driver's license in the state of employment with no adverse driving record.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee may occasionally stand, walk, and use hands to handle or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus. This position requires the employee to work in an office environment.
Work Environment: The characteristics of the work environment described here are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. The noise level in the work environment is typically moderate.
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