Account Management Professional

Profile

Description

Manages assigned book of business for local service needs including escalated issues, open enrollment and member events, member and employer education and special projects to help extend existing business opportunities and strengthen customer loyalty. The role is focused on client retention and reports to the Market Development Advisor, with a close working relationship to the Senior Client Executive.

Responsibilities

The Account Management Professional II is responsible for identifying, coordinating and facilitating client education opportunities. Provides support to Senior Client Executive and account management team during the renewal and account installation processes. Drives program participation and use of tools and services to enable the Client to maximize available resources. Builds trust with the Client through extensive product and process knowledge, professional presentation, collaborative problem solving, and proactive identification of future needs. Works closely with the assigned Senior Client Executive to understand and help execute the group strategy and offer feedback for future strategies.

Manages escalated issues and responds to special requests for assigned book of business. Will work with internal partners such as the service Single Point of Contact (SPOC) or other department experts for issue resolution and owns the process including responding back to the client's request. Continually looks for ways to improve team capabilities and drives opportunities to enhance effectiveness. Proactively identifies opportunities to add value for the customer and leverages resources across Humana to achieve outcomes. Understands how to target, prioritize, and concentrate selling or account management efforts by focusing on what matters most to the customer. Understands how to foster brand loyalty with a customer and engages with them to create solutions.

Lead responsibilities for Renewing Clients:

Assist in requesting/gathering background data including competitive data

Assist in preparation for block renewal meeting

Gather materials, assemble renewal packet, and provide to Senior Client Executive for review and approval

Provide support to Senior Client Executive during development of renewal strategy

Participate in strategy session for all 100 groups as needed

Participate in strategy session with Broker or Consultant as needed

Develop and maintain working knowledge of all products and services

Leverage knowledge and relationship to present cross-sell/up-sell opportunities to the Client as appropriate

Maintain ARC Database with client information

Client Education Opportunities:

Identify, coordinate, and facilitate opportunities as defined by the Senior Client Executive, including but not limited to:

Lunch-n-Learns

Health Fairs

Web training

New Hire Orientations

Management Meetings

Awareness of new initiatives and products available

Contractual Agreements: Assists Senior Client Executive in document preparation, as needed

Open Enrollment

Determine Open Enrollment Packet contents and forward accordingly for ordering via the appropriate system

Assemble Open Enrollment Packet and submit to client and Senior Client Executive for approval

Execute all tasks as defined in the Open Enrollment Checklist

Coordinate and facilitate enrollment meeting(s) as defined in the enrollment strategy and schedule

Account Services & Enrollment Support :

Keep Senior Client Executive up to date on general account health by communicating relevant information in a timely manner

Properly route all service issues encountered

Be aware of and proactive regarding Client satisfaction levels

Provide critical information to Senior Client Executive for risk assessment/jeopardy reporting

Attend and participate in the Welcome/Strategy or AI calls for new and renewing clients

Assist Senior Client Executive in obtaining current and/or prior year benefit plan detail for custom groups

Assist with set up of divisional account structure (divisions, departments, sub groups, etc.)

Assist with completion and submission of additional After Sale Qualification (ASQ) requests required as a result of Welcome/Strategy Call

Understand and execute on installation schedule communicated to Client/Broker

Train client on HRBA or Humana systems processes

Conduct post-enrollment meeting with Benefits Administrator upon completion of enrollment

Obtain pre-determined ID card parameters from Senior Client Executive

Coordinate test bill generation, review, and approval

Member Educational Presentations:

Portray a professional image

Set expectations

Explain core components that drive the decision-making process

Provide updates on changes that impact the audience specifically

Provide information on the benefits of selecting various options

Present the benefit structure in a relevant way - do not review line by line

Present Humana's guidance activities and/or tools

Provide technical assistance and guidance during the enrollment process

Draw attention to important information that requires action

Client Reporting

Support ad hoc reporting requests and attend Plan Compass/Pulse meetings

On-Site Representation:

On-site representatives provide benefit education, support and issue resolution for members and employer team related to Humana's products and services. They work closely with the assigned Senior Client Executive to ensure client satisfaction by setting expectations, meeting contract requirements, and supporting all retention and growth efforts for the assigned group(s).

On-sites take telephone calls and/or visits from members directed to them by the employer client. This may include:

General benefit questions, no coverage showing in system, claims, and provider support. In assisting members on claim concerns, on-sites review claims on CCP2/CRM/CBIS to see if claims were processed according to member's benefit plan. At times, on-sites will contact providers when necessary. If a claim needs to be reprocessed, the SPOC will be contacted to assist in either reprocessing the claim or for further assistance.

On-sites provide benefit plan details, customer service, and explanations to members (utilizing certificate of coverage for plan in question).

On-sites will work with internal partners including the SPOC, EDI, Account Installation, and/or billing and enrollment teams to escalate any matters that need resolution and to ensure that any client eligibility and enrollment requirements or changes are met.

On-sites may also attend off-site functions as needed and/or directed by the employer including but not limited to:

Lunch and Learns

Health Fairs

Benefit and Wellness Education Events

Open Enrollment Meetings

Management Meetings

New Hire Orientations,

Community related events

On-sites are responsible for the coordination of the client's open scheduling and process, including

Coordination of member materials

Brainshark or PowerPoint presentations

Member flyers and educational communication pieces

Promotional items to the various locations as required

Required Qualifications

Bachelor's Degree or equivalent work experience

Valid Georgia health and life insurance licenses or the ability to obtain within 90 days of employment.

Effective communication skills

Professional experience in insurance, employee benefits, claims processing, or a related industry.

Client facing experience

Ability to manage multiple priorities and deadlines (independently and pro-actively)

Ability to manage expectations and problem-solve effective client solutions

This role is part of Humana's Driver safety program and therefore requires an individual to have a valid state driver's license and proof of personal vehicle liability insurance with at least 100/300/100 limits

This role requires working and traveling to onsite Northside Hospital locations and Provider Centers.

Preferred Qualifications

Account management experience

Health insurance industry experience

Additional Information

Humana and its subsidiaries require vaccinated associates who work outside of their home to submit proof of vaccination, including COVID-19 boosters. Associates who remain unvaccinated must either undergo weekly negative COVID testing OR wear a mask at all times while in a Humana facility or while working in the field.

#LI-KR1

Scheduled Weekly Hours

40

Humana complies with all applicable federal civil rights laws and does not discriminate on the basis of race, color, national origin, age, disability, sex, sexual orientation, gender identity or religion. We also provide free language interpreter services. See our https://www.humana.com/legal/accessibility-resources?source=Humana_Website.

Company info

Humana Inc.
Website : http://www.humana.com