Inside Customer Service - Group Medical

National Insurance Services•Eden Prairie, MN

23h•Hybrid

About The Position

Come join our Customer Service team! We are looking for a self-starter with excellent Customer Service skills and a desire to work in an upbeat environment to join our experienced team. Under the supervision of the Director of Health Plan Analytics, this position provides quality and timely customer service to the Full Benefit Consulting clients of National Insurance Services and technical and administrative support to the Account Managers and Full Benefit Consultants for the assigned region(s). This position will require the attainment of Life & Health insurance license for each of the states in the assigned region within 60 days. This position is hybrid with an office location in Eden Prairie, MN Support the Account Manager in the co-management of an assigned book of business, focusing on execution, coordination, and day-to-day client service. While the Account Manager maintains primary client ownership, this role is responsible for processing policy changes, assisting with RFPs and Open Enrollments, responding to client inquiries via phone/email, and producing coverage/rate comparisons. Educate clients and their members on benefits programs and appropriate administrative practices; provide documentation and guidance on group medical, dental, vision, life, disability, and FSA programs. In partnership with the Account Manager, build, cultivate, and maintain strong relationships with clients, vendors, and carriers to enhance retention, support growth through account rounding and referrals, and promote proactive service. Serve as a key liaison for day-to-day internal service needs, coordinating with vendors and carriers on renewals and bids for health, life, dental, vision, and disability coverage, including gathering updated information (e.g., census data, claims history, carrier invoices), conducting rate comparisons, ordering necessary documents, and supporting the overall renewal process. Handle all aspects of review and distribution of plan documents, Joinder/Application, Certificates, and Amendments. Gather SBC’s, SPDs (for renewals), and the Master Group Contract. Participate in client onboarding meetings for new Full Benefit Consulting (FBC) clients; support initial implementation and annual best practice calls by handling action items from service visits. Upon direction from the Account Manager, assist in preparing open enrollment materials and presentations (with final review by Account Manager). Supports account strategy and execution by initiating requests for policy language updates, negotiating with carriers on provisions/rate impacts, and communicating outcomes effectively to Account Managers, FBC Consultants, or clients. Support implementation and renewal of third-party Benefit Admin systems as requested by clients. Document, maintain, and update all systems databases and customer files per company guidelines as it relates to renewals, sales, insurance operations, and compliance activities. Collaborate with the manager to identify opportunities for process improvements or service enhancements, while consistently adhering to agency policies, procedures, and performance standards. Promote teamwork, knowledge sharing, a positive attitude, and commitment to internal/external performance standards within the department and office. Other duties as assigned.

Requirements

Two years’ experience in customer service, preferably in an employee benefits-related capacity.
Minimum two years post-secondary education or equivalent experience.
Proven experience working with medical insurance plans preferred.
Ability to read and interpret insurance policy language and effectively communicate policy language and intent to customers.
Demonstrated analytical skills.
Must have a high aptitude for problem identification, investigation, and resolution.
Must possess a high level of positive interpersonal skills and negotiation skills.
Exhibit poise, tact, and diplomacy both to internal and external customers.
Proficient in Word, Excel, Outlook, and Adobe Acrobat.
Proven capacity to learn software programs developed in-house.
Must have excellent command of the English language, oral and written.
Moderate mathematical skills are required.
Attention to detail in interpreting, composing, and proofreading written materials.
Excels in a fast-paced environment with demonstrated ability to prioritize multiple competing demands.
Possesses excellent organizational skills.
Willingness and enthusiasm to learn and apply concepts around new products, services, and procedural enhancements.
Ability to work and make decisions independently and within a team environment.
Consistent daily attendance and the ability to work overtime occasionally at the last minute.

Nice To Haves

Attainment of Life & Health insurance license for each of the states in the assigned region within 60 days.

Responsibilities

Processing policy changes
Assisting with RFPs and Open Enrollments
Responding to client inquiries via phone/email
Producing coverage/rate comparisons
Educating clients and their members on benefits programs and appropriate administrative practices
Providing documentation and guidance on group medical, dental, vision, life, disability, and FSA programs
Building, cultivating, and maintaining strong relationships with clients, vendors, and carriers
Serving as a key liaison for day-to-day internal service needs
Coordinating with vendors and carriers on renewals and bids for health, life, dental, vision, and disability coverage
Gathering updated information (e.g., census data, claims history, carrier invoices)
Conducting rate comparisons
Ordering necessary documents
Supporting the overall renewal process
Handling all aspects of review and distribution of plan documents, Joinder/Application, Certificates, and Amendments
Gathering SBC’s, SPDs (for renewals), and the Master Group Contract
Participating in client onboarding meetings for new Full Benefit Consulting (FBC) clients
Supporting initial implementation and annual best practice calls by handling action items from service visits
Assisting in preparing open enrollment materials and presentations
Initiating requests for policy language updates
Negotiating with carriers on provisions/rate impacts
Communicating outcomes effectively to Account Managers, FBC Consultants, or clients
Supporting implementation and renewal of third-party Benefit Admin systems
Documenting, maintaining, and updating all systems databases and customer files per company guidelines
Identifying opportunities for process improvements or service enhancements
Promoting teamwork, knowledge sharing, a positive attitude, and commitment to internal/external performance standards