Account Relationship Specialist I
Job description
Job Summary
**Hybrid Work Environment - Must reside in Hawaii **
The Account Relationship Specialist I (ARS I) serves as the primary internal administrative resource on the sales account team servicing the mid to large account markets. This position is the primary resource to support employer groups through the contracting (Group Plan Agreements) and group enrollment process as well as validating rate renewal submissions (pre and post system updates). They will also assist with researching, processing and following up on group/member inquiries, and assist with employer group's day-to-day servicing requirements. As an integral part of the sales team, they are critical in enhancing the group relationship and ensuring excellent customer service. The ARS I is responsible for keeping the customer updated on status of their request as well as ensuring accurate and timely issue resolution. They will assist the Strategic Account Manager and Account Relationship Consultant as requested to reach the collective goals of the account management team and ultimately AMS, as well as provide an excellent group/member experience. The ARS I will have the ability to perform all job functions for MRG and/or CRG accounts as assigned/required.
Exempt or Non-Exempt
Non-exempt
Minimum Qualifications
- Associate's degree and two years progressively responsible work experience, or equivalent combination of education and/or related work experience.
- Strong verbal and written communication skills.
- Intermediate working knowledge of Microsoft Office applications, including but not limited Word, Excel, Outlook, and PowerPoint.
Duties and Responsibilities
- In-office service contact for assigned groups. Handles day-to-day servicing inquiries directly with account contact via e-mail and phone.
- Assist with coordination of GTB and certificate requests.
- Validate the Summary of Benefits Coverage (SBCs), Benefit Summaries, and Summary of Changes that all accurately reflect what the group contracted for and ensure that employer group SBCs are sent out timely in accordance with Federal regulations.
- Prepare and submit documentation of accepted renewal rates and benefit changes (if applicable) for system updates. Verify that rates and benefits submitted are reflected accurately in HMSA's QNXT system.
- Assist with activities associated with Open Enrollment and the new group on-boarding process as assigned.
- Work with internal HMSA departments to answer account questions and resolve issues as needed. i.e.- Membership, Customer Relations
- Screen delinquency report monthly and work under the guidance of the account manager to determine when proactive outreach to selected employers who are past due is necessary, or to request exceptions when justified. Follow up with actions to avoid negative impact on the group's employees.
- Review retroactive transactions and work under the guidance of the account manager to determine whether an exception is warranted. Research claims paid and uncover any special circumstances which may affect exception decision.
- Assist with researching, processing and following up on inquiries from employer groups.
- Meet assigned goals for customer retention, servicing standards, customer survey and other key performance metrics as defined.
- Work in collaboration with cross functional team consisting of Strategic Account SAM, ARC, ARS I and HPA. This includes attending team meetings to plan various account servicing activities, appropriate escalation of issue, accepting delegated work from members of the team, and serving as the in-office contact for field-based team members needed assistance while in the field.
- Assist in implementing proactive sales and servicing strategies.
- Back up for ARS team members and account teams.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
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