Associate Service Account | Philadelphia, Pennsylvania

Associate Service Account Manager

The Associate Service Account Manager serves as a key liaison between university departments, students, and health insurance providers to ensure smooth administration of student health plans. This role involves managing enrollment and waiver processes, resolving billing and coverage issues, and supporting service-related campus events. Strong communication and customer service skills are essential for delivering accurate guidance and maintaining positive relationships across all stakeholders.

This position is full time on-site (40 hours / week), Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime.

We offer 8 weeks of paid on-site training. The hours during training will be 9:00 am - 5:30 pm CST, Monday - Friday. No PTO during training. 100% attendance is required.

Primary Responsibilities:

• Collaborates with the University Bursar, Registrar, IT Services and Web Services departments to ensure smooth processes throughout the insurance plan year
• Coordinates the administrative aspects of a competitive bid process for USHIP and the optional insurance plans
• Maintains the University Student Health Insurance Administration Tool, which tracks students' annual enrollment and waivers into / out of USHIP
• Interface effectively with all the University customers (students and / or their dependents, Administrators, and Student Health Center staff,) while clearly presenting the University's' position on all topics
• Function as a day - to - day liaison between all entities by providing walk in and telephonic customer service support to all University customers
• Assist in resolution of any insured and/or provider billing issues
• Understand and educate students regarding current plan design, policies, and procedures
• Coordinate and attend on-campus service-related functions / meetings, including Orientations, Health Fairs and In - Service Information Sessions as needed as it relates to the student health insurance plan
• Effectively interface with all internal and external partners toward the common goal of providing exceptional customer service to the University students and Administration to ensure that the Company's short - and long - term goals are met as it relates to the student health insurance plan
• Learn and demonstrate knowledge of all phases of claims processing, including enrollment management, the appeal process, the pre - determination process, and contract interpretation of plan benefits and policy provisions
• Assist with the enrollment / waiver process. This assistance may extend to researching eligibility issues but not approval or denial of waivers
• Assist in the development and distribution of pertinent communications material to the Client and students related to the student health insurance plan
• Leverage enterprise-approved AI tools to enhance productivity and innovation by streamlining workflows and automating repetitive tasks. Evaluate emerging trends to drive continuous improvement and strategic innovation
• Any other duties required by the University to assist with the student health insurance plan

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 2+ years of experience in healthcare OR medical insurance operations, including claims processing, benefits verification, enrollment, provider services, OR related functions
• Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Must be located within 25 miles of any of the office locations
• Ability to work full time on-site (40 hours / week), Monday - Friday. Employees are required to work an 8-hour shift schedule during our normal business hours of 8:00 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime.

Preferred Qualifications:

• 1+ years of customer service experience in a higher education environment supporting the student population
• Experience with Medical OR insurance termin