Account Manager

Profile

About Benefitfocus:\u200BBenefitfocus, Inc. (NASDAQ: BNFT) is a leading provider of cloud-based benefits software solutions for consumers, employers, insurance carriers and brokers. Benefitfocus has served numerous consumers on its platform that consists of an integrated portfolio of products and services enabling clients to more efficiently shop, enroll, manage and exchange benefits information. With a user-friendly interface and consumer-centric design, the Benefitfocus Platform provides one place for consumers to access all their benefits. Benefitfocus solutions support the administration of all types of benefits including core medical, dental and other voluntary benefits plans as well as wellness programs. Job Description:The Benefitfocus Administrative Services solution removes administrative work from Employer customers by providing solutions and management of ACA Compliance, COBRA Administration, QMCSO Administration, Consolidated Billing, Eligibility Verification, and Fulfillment Services.  The Account Manager is responsible for the centralized management of analysis and auditing activity in support of key Administrative Services customer goals and objectives. This role involves extensive interaction with key clients, intra- and inter-department peers, and leadership as it relates to systems engineering, product development, and process improvement. Analytical and consultative skills are critical to the success of this role. This is a FT remote position with no travel. Targeting a mid to late May start dateResponsibilities:ISSUE & CASE MANAGEMENT. Responsible for managing all client cases related to Admin Services products.Review and work incoming client, member or vendor cases and/or inquiries on a daily basis. Coordinate end-to-end resolution of questions and/or issues with applicable internal team(s), leveraging internal ticketing systems and processes. Provide regular status updates for issues that cannot be resolved immediately.Complete monthly audits to identify and resolve discrepancies as needed on a client-by-client basis.Compile & maintain client-specific requirements, processes and procedures.Triage escalations from internal teams and/or clients directly. Responsible for root cause analysis as well as participation in resolution activities.CUSTOMER SUCCESS. Responsible for client facing product support (aligned to specific market segments) and partnership with Customer Success Managers.Participate in regular client calls, escalations, the overall resolution, as well as, timely responding to clients via cases and/or emails.Assess and monitor client health on a regular basis; maintain client health status in Salesforce.Coordinate overall relationship support with assigned Client Success Manager.IMPLEMENTATION. Responsible for assisting with onboarding/implementing net-new clients within assigned market as well as existing clients who purchase additional products and/or services.Lead and/or participate in implementation calls with client.Assist with gathering & documenting client-specific requirements.Assisting with project updates in Salesforce.TERMINATIONS. Responsible for offboarding tasks for clients who terminate with Benefitfocus.Coordinate with internal teams as appropriate with regard to tasks related to terminating products.Communicate with vendor(s) and follow procedures for terminating client in vendor system.Updating applicable fields in Salesforce.GENERAL. Additional responsibilities include, but are not limited to:Staying up to date on regulatory changes that impact our clients.Responsible for product and release testing as it relates to clients within assigned market.Open Enrollment – complete Open Enrollment tasks as needed throughout each assigned client’s annual open enrollment period.Process improvement – participate in and/or lead effort for various departmental process improvement initiatives.Requirements:Minimum of 3 years working in the benefits industry; working knowledge of COBRA, Direct Billing, Consolidated Invoicing, and/or CDH programs.Exceptional verbal and written communication skills.Strong organizational skillsCollege degree preferred**For internal associates, this is the equivalent of a Consultant II, (IC6), role.**  

Company info

Benefitfocus, Inc.
Website : http://www.benefitfocus.com