Client Specialist

DELTA DENTAL OF VIRGINIA

About The Position

The Small Group Client Specialist serves as the primary business contact for the existing small business block of business and is responsible for client satisfaction and retention. The key retention responsibilities include answering inquiries about renewals and providing alternatives. The Client Specialist is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure the client’s needs are addressed. In addition, the Client Specialist will aide in the development of administrative processes that streamline work for both internal and external constituents.

Requirements

This position requires a bachelor’s degree or three years demonstrated account management, customer service or equivalent experience in the health care field.
Highly organized and able to handle multiple priorities.
Excellent verbal and written communication skills are required and must be detailed oriented.
Strong interpersonal and communication skills.
Ability to work in a team environment, problem solving, decision making, sound and accurate judgment, negotiation and analytical skills are required.
Knowledge of claims processing systems as well as experience including Outlook, Microsoft Excel, Word and PowerPoint is required.
A valid driver's license and good driving record are required.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Responsibilities

Develops relationships with assigned customers and/or producers to maximize retention of existing business and growth of new opportunities.
Serves clients by responding to client, broker, or consultant inquiries.
Distributes renewals to all accounts with 50+ enrolled.
Acts as the liaison to appropriate internal staff to help resolve claim concerns, to address eligibility issues, and to provide information on Delta Dental products.
Attend open enrollment and benefit fairs as needed.
Monitor group accounts to identify potential problems and work with functional areas to avoid or resolve issues.
Offer alternative solutions within Delta Dental’s established processes while meeting the group’s needs.
Track and follow up on problems and concerns, to ensure they are resolved.
Escalate issues to the appropriate level when necessary.
Work to aide in the development of streamlined administrative processes that aid both internal and external constituents.