Account Manager

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PacificSource is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, sex, sexual orientation, gender identity, national origin, genetic information or age. PacificSource values the diversity of our community, including those we hire and serve. We are committed to creating and fostering a work environment in which individual differences and diversity are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Secure, build, and sustain customer relationships, fostering a partnership and enhancing dialogue with key constituents including, groups, brokers, external vendors, and internal departments. Act as an expert resource for the group to ensure inquiries are responded to and resolved in a timely fashion. Ensure existing groups are satisfied with and recognize the value offered by PacificSource. Support the implementation, and renewal of the PacificSource groups included in the assigned block of business. Book of business is predominately fully insured small group.

Essential Responsibilities:

• Coordinate with Sales Executive to make sure there is a clear understanding of the products and services sold to any new or renewing PacificSource groups. Complete any documentation necessary to implement or renew Groups. Responsible for servicing group but no or limited ability to negotiate renewal.
• Consult with groups to ensure they are educated on PacificSource products, administrative procedures, and legislative changes. Follow the service model guidelines for outreach to client based on group size, small or large group. Track and maintain service visit log. Write, proof and distribute account service reports to the broker of record.
• Develop positive working relationships with group administrators by serving as a first resource for benefits, compliance, and plan information. Act as a liaison between groups, Brokers, and PacificSource to resolve problems and comply with requests. Communicate with groups, Brokers, PacificSource departments, and the Regional Director as needed.
• Distribute and explain the Group Administrator Manual, contract, benefit book, and other products and services provided by PacificSource. Identify and deliver meaningful content to employer groups in your assigned block of business.
• Participate in group enrollment/employee benefit meetings, wellness/health fairs, for PacificSource groups. Group benefit meetings include presentation of the PacificSource products purchased by the group. Include training on administrative procedures, provider networks, and access to other PacificSource services provided by the benefit plans offered.
• Serve as client contact and problem solver for a wide scope of contract issues relating to medical, dental, pharmacy, and optional benefits offered by PacificSource. Receive, analyze, and respond to client issues with appropriate follow-up on specific customer requests, including administration questions, supply requests, problem resolution, and intricate claims issues
• Attend internal and external meetings as required. Share best practices with team.
• Identify cross selling opportunities to existing PacificSource groups and coordinate discussions about these opportunities with sales executive.
• Liaison to outside vendors which provide services/products to our Groups, including but not limited to, Pharmacy Benefit Managers, Wellness Programs, EAP Providers, Benefit Administration Systems, 834 Vendors, and other ancillary programs or services.
• Determine reasons for Group terminations and record information for team/executive review.
• Represent PacificSource, both internally and externally, as required at events, including but not limited to: Health Underwriters and Human Resource professional association meetings and conferences, Chamber of Commerce, and any other community activities or volunteer opportunities.

Supporting Responsibilities:

• As requested, participate in and lead company benefit training programs.
• Regional office Account Managers may be required to assist with clerical duties for efficient administrative office functions.
• Meet department and company performance and attendance expectations.
• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other related duties as requested or required.

SUCCESS PROFILE

Work Experience:

Minimum of three years related work experience in a professional environment, to include one year customer service experience. Health insurance, insurance office, or health care professional office experience preferred.

Education, Certificates, Licenses:

Requires AA/AS in Business or related field; or equivalent combination of education and experience. Current Life and Health license (or eligible to earn license) as a Life & Health Insurance professional.

Knowledge:

Some knowledge of insurance products or the health insurance industry preferred. Ability to remain current on PacificSource administrative procedures and products, healthcare, and the health insurance industry. Excellent communication skills, both verbal and written. Ability to communicate effectively with all types of individuals. Excellent public relations skills and public speaking ability. Ability to effectively communicate with various internal departments. Ability to provide prompt, professional, and courteous service to customers, brokers, and PacificSource employees. Ability to work in a fast-paced environment, managing shifting priorities and multiple tasks simultaneously. Superior work leadership skills, including taking action without specific direction. Requires a high level of integrity and trust, given frequent exposure to confidential material. Demonstrated ability to remain resilient, flexible, and focused in a changing environment. Work autonomously and independently. Desire to learn new things, anticipate problems, and develop contingency plans to manage them. Travel, with some overnight visits required. Proficient in Microsoft Word, Excel, PowerPoint, and Outlook.

Competencies:

Adaptability

Building Customer Loyalty

Building Strategic Work Relationships

Building Trust

Continuous Improvement

Contributing to Team Success

Planning and Organizing

Work Standards

Environment:

Work inside in general office setting with ergonomically configured equipment. Travel is required approximately 40% of the time. Generally, travel by automobile and some overnight stays.

Skills:

Accountability, Business & financial acumen, Collaboration, Developing Networks, Effective communication, Flexibility, Listening (active), Strategic Thinking

Our Values

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.
• We are one team working toward a common goal.
• We are each responsible for customer service.
• We practice open communication at all levels of the company to foster individual, team and company growth.
• We actively participate in efforts to improve our many communities-internally and externally.
• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.
• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.