Account Coordinator

Delta Dental of Massachusetts•Boston, MA

35d•Hybrid

About The Position

As a key liaison between Account Executives, clients, and internal operations, the Account Coordinator ensures a best-in-class concierge experience for groups and brokers. Acting as the front-line resource of client programs, this role manages both urgent and ongoing requests, overseeing resolutions from start to finish while ensuring programs operate at the expected level. The Account Coordinator plays a critical role in maintaining a high-touch stakeholder experience, guiding clients through organizational and situational complexities. They research issues, identify root causes, and connect internal teams to drive timely and complete solutions for a variety of client service needs, including but not limited to, enrollment, billing, reporting, portals, and other day-to-day administrative tasks. Additionally, they support all member engagement and education efforts to ensure members understand and maximize their benefits.

Requirements

Bachelor’s degree or equivalent experience preferred.
2 years job-related experience
Well organized and proven effective written and oral communication skills, including presentation skills
Strong PC skills in word processing and database (Microsoft Office)
Demonstrates a basic working knowledge of insurance products, underwriting guidelines and financial arrangements
Required to attend additional training as requested/deemed necessary

Nice To Haves

Knowledge of employee benefits (specifically dental) and underwriting is a plus.

Responsibilities

Responding to incoming requests from internal and external stakeholders in an efficient and timely manner, always demonstrating a commitment to customer excellence
Proactively researching and managing issue resolution from problem identification through completion
Maintaining, logging and accurately documenting details of steps taken to complete tasks toward issue resolution
Providing timely communication and updates to key stakeholders
Collaborating with internal teams when assistance or expertise is needed
Identifying opportunities for improving our workflows and resources
Escalating challenges immediately to relevant team members to ensure the continuous improvement of the stakeholder experience
Supporting account satisfaction by resolving service issues and leveraging all available resources within the organization
Contributing toward the overall retention and growth of the Large Market Client Service business segment
Delivering excellent customer service by developing and maintaining close working relationships with assigned groups and brokers
Preparing all renewals by researching product options, conducting research, data analysis and provide alternative options for customer satisfaction
Improving customer relations and satisfaction by conducting benefit talks, enrollment meetings, and fairs when necessary
Preparing contracts, benefit summaries and other materials for product changes
Supporting special projects and initiatives as needed
Other duties as assigned.