Account Manager I

Account Manager I

Warner Pacific - Florida Office 33169

The Account Manager will be working closely with Clients, Sales Consultants, Brokers/Producers, and Carrier Partners under minimal supervision, responsible for preparing renewal analysis and assessing alternative options, including Medical Plan Comparison (MPC), Build Your Own Comparison (BYOC), apply carrier guidelines, principles and internal procedures, research and analyze issues, respond to telephone and written inquiries and initiate steps to assist callers regarding day to day service needs, enrollment changes, benefit modifications, upselling ancillary lines of coverage. The Account Manager has robust, extensive knowledge and makes independent decisions within business guidelines and procedures, as well as modifications to existing business.

Overview of Responsibilities

Successfully completed the required basic training. Able to perform all job functions independently, including but not limited to:

• Responsible for managing 150 -200 accounts with a group of 1-30 lives, keeping track of your accounts. Ability to manage multiple customer relationship management (CRM) systems. Develop and establish a rapport with clients and account managers at agency/producer offices.

• Respond to co-worker and customer questions in a clear and effective manner via telephone and written correspondence regarding enrollment, benefit, eligibility questions

• Assist clients with renewal analysis, assess clients' needs, identify gaps, and run appropriate marketing exhibits to ensure we meet clients' expectations. May require additional research

• Interpret and explain policies, benefits, guidelines, etc. to customers. It may require limited research or guidance from co-workers, specialists, managers, and/or service providers.

• Operate internal and external computerized systems to obtain and extract information, documents, activities, and changes for tracking, information gathering, and troubleshooting.

• Thoroughly document inquiry outcomes for accurate tracking and analysis.

• Receive and place follow-up telephone calls or e-mails within 4 hours at a maximum to answer routine customer questions.

• Develop and maintain positive customer relations. Coordinate with various departments within the company to ensure customer requests and questions are handled appropriately and in a timely manner.

• Research and analyze data to address operational challenges and customer service issues.

• Provide external and internal customers with requested information.

• Serve as a liaison between the customer and service providers.

• Requires robust knowledge of company services, products, insurance benefits, provider contracts, and claims.

• Identify, understand, and respond to the needs and expectations of coworkers and customers.

• Provide backup in other areas within the department/company as needed/requested

• Other activities as assigned

Other Performance Expectations

• Treat all employees and customers fairly and with respect. Consistently communicate with other employees in a dignified, positive fashion in order to encourage and achieve maximum performance results

• Lead by example and regularly review, understand, and comply with all policies and procedures, including those regarding punctuality, attendance, harassment, and discrimination prevention

• Ability to constructively provide guidance to coworkers when they encounter difficult or complex problems.

• Embrace change with a positive attitude and motivate others in the department to do the same

• Demonstrate consistent, outstanding judgment, honesty, and integrity in all aspects of job performance

• Continually evaluate the work environment, identifying areas where assistance is required, and opportunities for process improvement exist

• Maintain and foster positive, open communication channels with all coworkers and customers

• Assist and/or train coworkers and external customers in skill/knowledge development

• Complete assignments as assigned and on time unless otherwise agreed to

• Independently seek out additional work from current or other departments as time permits

• Positively participate in other projects/activities as assigned

Additional Skills and Requirements

• Minimum of a High School Diploma; advanced education or degree preferred

• Must maintain FL Life & Health License by timely renewing and completing all required Continuing Education courses.

• Minimum 1-year prior experience as an Account Manager or prior insurance experience resulting from a combination of education and/or experience that would provide an equivalent background in terms of insurance knowledge and experience is desired

• Excellent written and oral communication and interpersonal skills

• Ability to understand and demonstrate the use of computer system, computer programs, and office equipment as necessary, including the ability to type a minimum of 30-35 wpm and proficiency in the use of a 10-key

• Ability to work on-site (in the office) a minimum of 8 hours per day, Monday through Friday, generally with shift start times between 8:00-8:30 a.m., as determined by senior management

• Ability to attend interoffice meetings

• Ability to work overtime, holidays, and weekends as requested by senior management

• May require occasional in/out of state multi-day travel

• High-level planning, organizing, and time management skills

• Proven ability to analyze and resolve mathematical discrepancies

• Demonstrated ability to maintain a pleasant, cordial, and professional demeanor when negotiating with coworkers and customers, especially when dealing with a heated situation

• Demonstrated ability to successfully prioritize and remain calm when faced with requests, demands, and deadlines

• Ability to sit for long periods of time, lift a minimum of 5 pounds, file, sit, stand, bend, reach, pull