COBRA Account Manager I

The Account Manager I position is responsible to deliver dedicated service to our value level clients and partners by forging solid, long lasting business relationships. The Account Manager I role serves as the primary point of contact and adds customer value by responding to the client/partner needs and ensuring customer satisfaction by providing support and assistance with issue resolution, navigating and collaborating internally as needed to deliver a timely result. Essential Job Duties and Responsibilities: Deliver service to clients and partners leveraging knowledge of Consumer Directed Benefits, COBRA, and Direct Billing administration Provide onboarding support for new clients to ensure a positive “Go Live” experience Serve as a liaison and coordinate internally to drive resolution for clients and partners Represent the voice of the customer by advocating for system enhancements, process change and product enhancements Deliver training and support to clients to ensure they are equipped to handle various aspects of plan administration Educate clients and partners and recommend solutions to enhance their experience Monitor account activity and alert clients and partners, as needed Facilitate corrections to participant enrollment records, as needed Establish rapport and build solid relationships with clients and partners Initiate Salesforce cases and monitor to drive timely problem resolution for clients and participants Maintain Salesforce records, including case management and overall system hygiene ensuring data accuracy Continuously expand knowledge and experience with Consumer Directed Benefits, COBRA, and Direct Billing Stay abreast of regulatory changes and communicate with clients/partners as appropriate Typical schedule for this position is Monday to Friday 8 a.m. CT to 5 p.m. CT. 10% to 15% nationwide travel. Qualifications Education and Experience: Associate’s degree. Bachelor’s Degree preferred with a minimum of one-year third party benefit administration experience including Consumer Directed Benefit, COBRA, and/or Direct Billing administration, or the equivalent combination of education and experience will be considered. Accountabilities: Manage case resolution time and case volume/severity at the client level Continuously improve client feedback scores Consistently operate within BRI’s service metrics that meet or exceed client retention goals Knowledge, Skills, and Abilities: Knowledge and experience with Consumer Direct Benefit, COBRA, and Direct Billing administration Demonstrated strength in customer service delivery High energy, positive outlook, accountable, transparency, and integrity. Strong analytical, critical thinking, and problem-solving skills Ability to foster an atmosphere of teamwork within and between departments Excellent overall communication skills with the ability to successfully command conversations and deliver presentations Ability to maintain confidentiality of records and information Strong organizational skills including the ability to manage multiple projects and details simultaneously Thorough attention to detail and accuracy of work Experience operating typical desktop hardware and software including Consumer Directed Benefits, COBRA, and/or Direct Billing administration software, and proficiency with Microsoft’s Office 365 core applications (Word, Excel, Power Point, Outlook, and Teams) Experience with Salesforce and WEX Health applications desired but not required Physical and Mental Requirements: Ability to sit for extended periods of time; use hands to finger, grasp, or handle; see, talk, hear; see, perform repetitive motions of the hands and/or wrists. Close mental and visual attention required to perform work dealing primarily with preparing, analyzing, and interpreting data and figures, using a computer, and/or reading. Ability to operate standard office equipment (ex. computer, telephone, photocopier, fax machine, etc.) Environmental Conditions: Work is performed in a typical office environment where there is no substantial exposure to adverse environmental conditions. Originally posted on Himalayas