Location: Montpelier,VT, USA
Job Description:Responsible for supporting and assisting the Account Managers in renewing large commercial and national accounts. Consistently provides superior service to clients, agents and members. Expert in system setup and liaison between Sales and other departments within Select Health.Monday-Friday 8am-4:30pmBRAND PERSONA: Consistently demonstrates brand persona of being a problem solver, competent, friendly and good communicator when interacting with clients, agents, consultants and internal Caregivers.PROBLEM RESOLUTION: Serves as a liaison in order to facilitate the prompt resolution of complex benefit, claims or enrollment issues for external, internal and team contacts. Handles service complaints referred by employer contacts, agents, or other internal customers. Keeps Account Manager informed of escalated issues and determines if the Manager needs to be involved to resolve issues. Manages the task resolution process in Salesforce by utilizing task management with other departments and complaint tasks to seek resolution to reoccurring issues. Identifies problems and process improvement practices and provide solutions related to benefit designs, provider relations, financial / billing, enrollment, compliance, and other employer concerns.OFFICE SUPPORT: Answers Account Manager, Client, Broker & Internal Caregiver telephone calls/email during working hours. Subject matter expert in contacts within Select Health and liaison for Large Group Sales internally. Oversees the Business Continuity contact process ensuring group and agent contacts are identified for emergencies/disasters.REPORTS/DATA/PROJECTS: Assists in building and presenting membership reports. Responsible for other ad hoc reports as assigned. Oversees the setup of Agent/Group contact access to reports and Link system by working with IT to manage LDAP and contact information. Provides business and technical expert insight for large and medium sized projects, initiatives and applications. May apply functional expertise to design, implement and manage projects and systems. Liaisons between external contacts and IT for any log in issues or LDAP concerns.RENEWALS : Directs/Initiates the renewal process for existing client groups by creating the renewal checklist to initiate the start of the renewal negotiations. Works with Account Manager to review group information and changes. Assists in the timely return of a signed 'Rate & Benefit Confirmation' sheet from the employer and/or agent. Organizes and coordinates the enrollment meetings of assigned client groups with Account Manager. This includes the distribution of marketing literature, conducting enrollment meetings when Account Manager is unable, directing the internal enrollment process and coordinating the delivery of ID cards, member handbooks and contracts. Achieves and maintains a close professional working relationship with agents, Groups and 3rd party contacts. Understands the renewal process from start to finish and is responsible for coordinating all associated functions for assigned groups. Determination and entry of ID Card holds on a group and reviewing for accuracy before releasing to Members. Works closely with the ID Card Team to ensure ID Card processes and workflows are accurate and meeting the needs of our members. Reviews and collects completed enrollment applications for new and renewing business. Coordinates the delivery of ID cards, Membership Guides, first month billings, and contracts. Directs the internal enrollment process to ensure the accurate and timely enrollment and administration of groups by coordinating the underwriting, enrollment, finance, and marketing functions. Maintains a working knowledge of the group information system in order to conduct final quality and accuracy review of information that has been entered. Instructs and assists client administrators in enrollment (including SHOBE, EDI, or other electronic enrollment systems), billing reconciliation, contract compliance, and other identified areas.MARKETING MATERIALS: Orders and gathers marketing materials as well as promotional items and giveaways for meetings, public events etc. Avoids waste (quality and cost) by ensuring that orders for marketing materials accurately represent correct group plan and benefit information. Works as the liaison with Marketing to ensure all material is relevant and up to date. Works directly with Marketing to ensure member materials are relevant and up to date by leading the review of group benefit guide updates yearly. Provides high quality writing and editing of communications to SelectHealth clients. Leads the role of group material translations from English to needed languages by overseeing the submittal process with the translation 3rd party company. Oversees the relationship with Sales and translation company to ensure it is meeting the needs of the groups/Agents. In conjunction with Marketing, drafts and reviews procedural and marketing materials for distribution to current and potential members. Assists in the design of marketing literature for unique medical and dental plans.SALES SYSTEMS: Is committed to building and directing accurate employer information in Salesforce to all departments within Select Health including but not limited to premium rates, benefits, eligibility, key contact information, unique arrangements and/or agreements etc. Ensures that the integrity of the information is uploaded to Salesforce correctly as this detail has a direct correlation to benefit set-up, Facets configuration, contract language etc. The Account Coordinator also works assigned Salesforce queues and signs-off on all tasks in a timely manner. Account Coordinator is responsible for all data in Salesforce including but not limited to renewals, Enrollment tasks, contacts, change requests, contracts and data integrity. Responsible for forward thinking with improvements and enhancements. Able to identify and submit areas of improvements. Able to assist in testing of enhancements and changes. Evaluates implications for existing department and organization environment. Identifies, tracks, and aids in the resolution and implementation of departmental process improvement. Responsible for implementation of projects and upgrades into production. May provide project guidance and training to less experienced users including employees and external users to increase department and systems knowledge and understanding. Oversees accuracy of department processes and policies; including the development and implementation of testing protocols and procedures.CONTRACTS: Assists in the issuance of accurate contracts (Execution Section Review), signed return of contracts and countersigned issuance of contracts within the established timelines set by the Large Employer Sales Department and Compliance. Maintains an internal contract log for each Account Manager and assists in the resolution of any contract discrepancies by working with all internal departments to ensure that approved contractual changes are updated in all effected systems.LEADERSHIP: Demonstrates strong leadership skills when working on special assignments given by the Large Employer Sales Director, Manager and/or Supervisor. Approachable, knowledgeable, professional and produces timely deliverables. Represents Sales in internal meetings. Becomes a subject matter expert in a minimum of 3 or more products i.e. Share, PEO's, Self-Funded, Fully Insured etc. Assists in high level mentoring new hires by reviewing workflows and processes and shares skill sets. Assigned as a specific mentor to new Caregivers and act as a resource to Account Coordinators and Account Coordinator Associates. Assists/leads management with complex projects and workflow improvements when directed. Acts as a liaison with Select Health's 3rd party vendors. Demonstrates composure under stress. Takes accountability for decisions and results of work, and contributes beyond one's roleMEETINGS/EVENTS: Professional in appearance and demeanor when facilitating, presenting and/or assisting at open enrollment meetings, questions and answer sessions, benefit fairs, health fairs, brown bag luncheons, agent seminars other public relations events etc. May require significant overtime and abnormal hours during certain months. Engaging externally with Account Manager, Clients and Brokers when possible. Prepares and conducts formal presentations to explain comprehensive medical and dental benefits to employer groups.VALUES/EMPLOYEE ENGAGEMENT: Actively contributes to the success of Large Employer Sales by consistently demonstrating the positive support of department team members, processes and goals. Receives and maintains the Utah State Health Insurance license. Becomes a leader within the team and a resource for Caregivers. Cultivates business relationships internally, externally, and virtually. Focuses on the customer and takes action to exceed their expectations. Builds credibility through knowledge of business and financial conceptsMinimum Qualifications:Means of transportation to travel to frequent meetings and make deliveriesThree years experience in a health care related industry and 2 year Account Coordinator Experience or similarOne year of customer service experience in a professional business environmentCurrent health insurance agent/consultant license for the state(s) in which you operate must be obtained within one year of hire into this role.Preferred QualificationsBachelor's DegreeDemonstrated excellent presentation skills and the ability to communicate effectively with large and small groups.In-depth functional knowledge of internal departments preferred for efficient problem resolutionExcellent time management skills, the ability to work under pressure with deadlines, and to handle duties and responsibilities with minimal supervisionDetail oriented and possess strong interpersonal skillsKnowledge of general office procedures, Facets, Salesforce, Word, Excel and ReportsDemonstrated willingness to assist in any necessary duties to help meet department objectivesHave own car and car insurance for travelPhysical Requirements:SH onlyManual dexterity, hearing, seeing, speaking, lifting.Location:SelectHealth - MurrayWork City:MurrayWork State:UtahScheduled Weekly Hours:40The hourly range for this position is listed below. Actual hourly rate dependent upon experience.$29.66 - $46.72We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.Learn more about our comprehensive benefits packages for our Idaho, Nevada, and Utah based caregivers ( , and for our Colorado, Montana, and Kansas based caregivers ( ; and our commitment to diversity, equity, and inclusion ( .Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.All positions subject to close without notice.