Account Manager - COBRA/Direct Bill

HealthEquity

1d•Remote

About The Position

The COBRA/Direct Bill Account Manager is the primary point of contact for assigned client accounts, operating with general direction and considerable latitude for independent judgment and discretion. This role manages inquiries regarding the administration of HealthEquity’s products and is responsible for building trust and rapport with clients. They support day-to-day operational functions, aiming to help clients understand the products and services offered to their employees. The Account Manager improves client loyalty through flawless execution, engaging clients from onboarding through ongoing service management.

Requirements

Knowledge of healthcare plans, banking, the CDHP – Consumer Directed Health Plan – industry or a closely related field as normally obtained through the completion of a High School Diploma / Bachelor’s Degree
5+ years experience in benefits/financial services roles or direct business to business service experience
A strong customer service orientation is essential
Able to communicate, present and influence credibly and effectively at all levels of internal and external organizations
Tailor communications to the targeted audience
Well organized and detail attentive in both quality and accuracy
Strong work ethic and able to handle a workload of 15+ highly complex clients
Demonstrate effective meeting management and presentation skills
Proven track record of success leading enterprise size clients through leadership and exceptional service
Adept at developing and maintain relationships
Able to operate independently with minimal supervision
Proficiency with business and communications software (preferably Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required

Nice To Haves

Salesforce experience
Project management experience

Responsibilities

Services and owns relationship for clients with lower to moderate levels of complexity and size (500+ Benefit Eligibles)
Own the process and outcomes for resolving client issues
Takes full ownership to manage and resolve client issues ranging from simple to moderate
Leverages existing processes, escalates when needed, ensures issue closure
Lead regular client meetings and maintain action logs
May own project plans to manage low to moderate complex projects
Oversee file processing and account activities to ensure client satisfaction and SLA adherence
Responsible for client documentation and to provide internal teams with client specific processes, procedures, and alerts
Lead annual review meetings (onsite as needed)
Advocate client needs and requests with internal stakeholders
Educate clients on the tools and resources available on HealthEquity’s systems
Assists client in understanding their plan design options, the impacts of those decisions to HealthEquity’s administration of the client’s plan(s) and the impact to their employees and the resulting member experience
Explains HealthEquity’s administrative capabilities as a result of these decisions, including claims adjudication and payment; debit card functionality; payroll, enrollment and eligibility file interactions; carrier integrations; compliance changes, etc