Direct Pay Medicare Account Service Consultant I

Excellus BCBS•Rochester, NY

3d•$22 - $35

About The Position

Summary: The Account Service Consultant ensures prompt, accurate, and efficient servicing of the Medicare Sales team, which include Medicare Advantage, Medicare Supplement, and Prescription Drug Plans (PDPs). Inquiries received by an Account Service Consultant may be via one or more of the following methods: telephone, written inquiries, lobby walk in customers. This position maintains constant communication with the Sales and Management staff. The position interacts with other departments (i.e. Medicare Operations, Enrollment, etc.) to identify and resolve client account issues. Essential Primary Responsibilities/Accountabilities: All Levels: Level I: Researches, interprets and responds to inquiries from internal and external customers, business partners, brokers, consultants concerning our products, services and policies in accordance with CMS, Corporate Service strategy and other legislative requirements. Identifies and responds to issues as brought forward either internally or externally and ensures all inquiries will be responded to within 24 hours and in most cases resolved. Attends provided/necessary training to support job role/function and attends and facilitates meetings as necessary. Responds to sales team requests for assistance in the field and provides support where needed regarding new and existing business activity. Assures that all account data is maintained on a timely and accurate basis such as initial account setup, benefit books and other materials, contracts, etc. Acts as the go-to person to coordinate daily activities when necessary. Assists with difficult issues that may surface within a day. Assists in the maintenance of files, records, and operating manuals. Provides assistance in obtaining reports as requested. Attends meetings and/or trainings as a representative of the Medicare Sales or Enrollment Team and shares the information learned with the team. Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs. Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures. Regular and reliable attendance is expected and required. Performs other functions as assigned by management. Level II (in addition to Level I essential responsibilities/accountabilities): Assists with on the job training of other Account Service and Sales Associates as requested. Mentors and trains other account service team members in order to initiate resolution to all outstanding and/or difficult issues. Acts as a backup to Account Executive when individual is out of the office. Identifies issues, patterns and/or trends generated by external and internal action affecting customer satisfaction and consistently and independently recommends and initiates changes and improvement as a result of process review Reviews all broker/sales facing documents and validates for accuracy. This can include but is not limited to all collateral for Broker/Sales events. Takes the lead position in facilitating department wide purchase order requisitions.

Requirements

Associate degree in related field. In lieu of a degree, require three years of related experience.
Thorough knowledge and expertise of benefit programs for all Health Plan business required within six months of employment.
Sales and strong communication skills.
Must have experience in working with senior population.
Demonstrates expertise in problem-solving skills necessary to accurately and efficiently resolve customer inquiries in an organized manner, resulting in superior accuracy and production levels, and retention of subscriber contracts.
Demonstrated sensitivity to interacting and communicating with the Medicare eligible market.
Demonstrates knowledge of: operating systems, spreadsheet and word processing applications, database functions and any sales force automation software applications.
Valid NYS Life, Accident and Health license within six months of employment required.
Complete required Medicare Training per Center for Medicare Services within six months of employment.

Nice To Haves

A minimum of two years of experience in an equivalent sales or sales operation function is required (i.e. Account Service Consultant, Inside/Field Sales, Medicare Operations, or other similar positions).
Knowledge of government programs - familiarity with CMS regulations and NYS regulations.
Knowledge of Federal and NYS regulations and underwriting policies and all process flows.
A minimum of two years of Medicare-specific experience is required.
Must be self-motivated and a team player.

Responsibilities

Researches, interprets and responds to inquiries from internal and external customers, business partners, brokers, consultants concerning our products, services and policies in accordance with CMS, Corporate Service strategy and other legislative requirements.
Identifies and responds to issues as brought forward either internally or externally and ensures all inquiries will be responded to within 24 hours and in most cases resolved.
Attends provided/necessary training to support job role/function and attends and facilitates meetings as necessary.
Responds to sales team requests for assistance in the field and provides support where needed regarding new and existing business activity.
Assures that all account data is maintained on a timely and accurate basis such as initial account setup, benefit books and other materials, contracts, etc.
Acts as the go-to person to coordinate daily activities when necessary.
Assists with difficult issues that may surface within a day.
Assists in the maintenance of files, records, and operating manuals.
Provides assistance in obtaining reports as requested.
Attends meetings and/or trainings as a representative of the Medicare Sales or Enrollment Team and shares the information learned with the team.
Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is expected and required.
Performs other functions as assigned by management.