Account Administrator

Medical Mutual•Cleveland, OH

9d•Hybrid

About The Position

Medical Mutual is hiring an Account Administrator to provide critical analytical and account-management support to the team serving clients with 51 or more employees. The role acts as a communication channel for clients, brokers, and consultants, handling complex or unresolved situations as well as general inquiries. It initiates projects, monitors progress, and sees work through to completion. This is a hybrid position requiring three days per week onsite at the Brooklyn, Ohio office. Applicants must live within 50 miles of that office. The posting describes three role levels: Account Administrator I, Account Administrator II, and Senior Account Administrator. Duties and scope grow across the levels, from performing account-management tasks and coordinating issue resolution to analyzing trends, recommending improvements, leading calls and training, supporting Account Executives, and representing the team on corporate initiatives. All levels work with clients, brokers, consultants, internal departments, vendors, and company systems to address account needs and keep changes and open issues on track.

Requirements

Account Administrator I: Associate degree in Business Administration, Communications, or a related field, or an equivalent combination of education or training and experience; at least a high school diploma or GED is required for the equivalent pathway.
Account Administrator I: 3 years of support experience in financial services, health insurance, customer service, or a related environment.
Account Administrator II: Associate degree in Business Administration or a related field, or equivalent education and experience directly related to the role.
Account Administrator II: 4 years of support experience in financial services, health insurance, customer service, or a related environment.
Senior Account Administrator: Associate degree in Business Administration or a related field, or equivalent education and experience directly related to the role.
Senior Account Administrator: 6 years of support experience in financial services, health insurance, customer service, or a related environment.
Knowledge of health insurance products and sales and service operations, including underwriting, stop loss, benefit plan design, and funding.
Intermediate Microsoft Office skills; Excel, Word, and PowerPoint are specified for Account Administrator I and II.
Account Administrator II and Senior Account Administrator: solid knowledge of underwriting rating principles, funding arrangements, and renewal developments.
Applicants must reside within a 50-mile radius of the Brooklyn, Ohio office.
Medical Mutual employees must submit applications through MySource.

Responsibilities

Perform account-management duties, including benefit quote requests, new-business quotes and RFPs, account worksheets, certificate reviews, WebBen system creation and review, ID-card and rate audits, system maintenance, and group reporting.
Build knowledge of company functions and internal and external networks to navigate and resolve client and broker issues.
Use multiple company systems and linked applications to perform required job duties.
Initiate changes, monitor their progress, and audit the outcomes of implemented changes.
Coordinate with clients, brokers, consultants, internal departments, and vendors to resolve elevated issues involving claims, eligibility, plan design, billing, and enrollment.
Work with internal and external resources to close open items effectively and efficiently, using knowledge of internal operations to resolve issues.
Support corporate initiatives by distributing approved communications, preparing related reporting, and tracking customer feedback in the designated database.
Attend client meetings and events as directed, including open enrollment, wellness events, health fairs, and company-sponsored events.
Present information confidently to large groups.
Stay informed about product and process changes, industry trends, and governmental regulatory changes through internal and external updates, staff meetings, trainings, and webinars.
For Account Administrator II and Senior Account Administrator: identify trends, educate the team, assess data, and provide recommendations based on analysis.
For Account Administrator II and Senior Account Administrator: lead Squad Talks Calls.
For Account Administrator II: stand in for the Account Executive in the field as needed to present basic information; recommend solutions and process or procedure updates to prevent recurring problems; recommend ways to streamline outreach; conduct team and departmental training; and navigate pricing discussions.
For Senior Account Administrator: independently handle many Account Executive responsibilities; monitor complex situations, keep leadership informed, and anticipate escalation needs; support Account Executives and drive process improvements; train team members and create and maintain accurate Account Management training manuals and guides; represent the team on corporate project initiatives; lead client meetings as directed; conduct team and departmental training; and navigate pricing discussions.
Perform other duties as assigned.

Benefits

Company-provided equipment, including a laptop, monitors, keyboard, mouse, and headset.
Access to onsite fitness centers at many locations or gym membership reimbursement where a Medical Mutual facility is unavailable.
Onsite cafeteria at the Brooklyn, Ohio headquarters.
Employee discounts at participating local businesses.
Opportunity to earn cash rewards for shopping with company customers.
Business-casual dress, including jeans.
Employee bonus program.
401(k) with company match up to 4% and an additional company contribution.
Health Savings Account with a company matching contribution.
Medical, dental, vision, life, and disability insurance.
Employee Assistance Program with counseling, coaching, self-help resources, and work-life benefits assistance.
Company holidays and up to 16 PTO days during the first year, with options to carry over unused PTO.
Parental leave after 120 days of service for eligible employees becoming parents through maternity, paternity, or adoption.
Career development programs and classes.
Mentoring and coaching.
Tuition reimbursement up to $5,250 per year.
Business Resource Groups and a diverse, inclusive, and welcoming culture.