Client Success Specialist (Must be Licensed, Life, Health)

Decisely•Alpharetta, GA

7d•Hybrid

About The Position

The Client Engagement (CE) Specialist plays a critical role in the support of the client management team. The CE Specialist will assist with renewal preparation and post-open enrollment projects. This colleague will work closely with Client Engagement Managers to meet client expectations by delivering on Decisely’s Service Pillars – Trust, Ease, Accurate and Compliant.

Requirements

Full knowledge of employee benefit plans including medical (including Medical Essential Coverage plans), dental, vision, life, disability, voluntary worksite plans and services.
Ability to work in a fast-paced, innovative environment and manage multiple commitments simultaneously.
Must have high-level interpersonal skills to handle sensitive and confidential situations.
Strong attention to detail, organizational, and time management abilities.
Excellent written and oral communication skills and attention to detail.
Strong understanding of health benefits administration and open enrollment processes.
Demonstrated experience with agency management systems, reviewing plan designs, and understanding employee benefits guidelines.
Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include but not limited to Excel, Outlook, Word, PowerPoint, OneNote & Excel as well as all other required systems to maintain and manage job responsibilities.
Desire to continue learning and developing skills to enhance knowledge, interpersonal skills, and business acumen.
Strong analytical skills enabling one to gather data and present it in a clear and understandable method to the receiving audience.
2+ years of experience related to our industry, including health insurance, benefits, human resources, broker/agency, technology/software applications.
Life and Health License required.

Nice To Haves

Knowledge of health and welfare benefit plans, compliance, and regulations, including ERISA, COBRA, HIPAA, and ACA legislation preferred.
College degree and any other professional designations are preferred.
Benefits administration and/or client management experience preferred.
SaaS technology support experience, preferred.

Responsibilities

Manage and handle escalated client inquiries via our CRM system (TRAX).
Assist with submission of benefits implementation paperwork prior to open enrollment.
Provide clients with open enrollment support, which may include facilitating virtual open enrollment meetings and providing applicable benefits education materials, upon request.
Conduct Decisely platform training for clients, as needed.
Quality check client structure and benefits set-up in the Decisely platform prior to the system going live.
Assist with preparing and reviewing client renewal presentations, which are delivered via the Decisely platform.
Provide escalated support to the Client Onboarding team for new clients, as needed.
Maintain basic knowledge of the Affordable Care Act and other regulatory health plan requirements including COBRA, HIPAA and ERISA.
Ensure proficient knowledge is maintained and prepare resource information for clients to continually keep informed of benefit trends, State and Federal legislation, rules and regulations.
Project a professional image in action and appearance while working in a virtual office environment.
Track client inquiries and account management activity in TRAX for accurate reporting.
Maintain familiarity with all Decisely services and program offerings including but not limited to a variety of health and wellness solutions, Decisely Recruiter, onboarding and compliance.
Assist with post-OE billing audits and resolution of discrepancies.
Serve as back-up support to Client Engagement Managers.
Establish and maintain high levels of trust and confidence with clients by serving as a knowledgeable resource and providing accurate and timely responses to client inquiries.
Set priorities and manage workflow for self to ensure all goals are met.