Sales Account Coordinator - Associate

Intermountain Health

1d • Hybrid

About The Position

Responsible for supporting and assisting the Account Managers in renewing large commercial and national accounts. Consistently provides superior service to clients, agents and members. Expert in system setup and liaison between Sales and other departments within Select Health. This position is Monday-Friday 8:00-4:30MT. This position is hybrid-MWF work from home; Tuesday and Thursday are onsite in the office at: 5381 S Green St, Murray, UT 84123. Business needs may need to go to events in evenings or weekends. BRAND PERSONA: Consistently demonstrates brand persona of being a problem solver, competent, friendly and good communicator when interacting with clients, agents, consultants and internal Caregivers. PROBLEM RESOLUTION: Serves as a liaison in order to facilitate the prompt resolution of complex benefit, claims or enrollment issues for external, internal Groups/Clients. Handles service complaints referred by employer contacts, agents, or other internal customers. Keeps Account Manager informed of escalated issues and determines if the Manager needs to be involved to resolve issues. Manages the task resolution process in Salesforce by utilizing task management with other departments and complaint tasks to seek resolution to reoccurring issues. OFFICE SUPPORT: Answers Account Manager, Client, Broker & Internal Caregiver telephone calls/email during working hours. Subject matter expert in contacts within Select Health and liaison for Large Group Sales internally. Oversees the Business Continuity contact process ensuring group and agent contacts are identified for emergencies/disasters. REPORTS/DATA/PROJECTS: Assists in building and presenting membership reports. Responsible for other ad hoc reports as assigned. Oversees the setup of Agent/Group contact access to reports and Link system by working with IT to manage LDAP and contact information. RENEWALS: Directs/Initiates the renewal process for existing client groups by creating the renewal checklist to initiate the start of the renewal negotiations. Works with Account Manager to review group information and changes. Assists in the timely return of a signed 'Rate & Benefit Confirmation' sheet from the employer and/or agent. Organizes and coordinates the enrollment meetings of assigned client groups with Account Manager. This includes the distribution of marketing literature, conducting enrollment meetings when Account Manager is unable, directing the internal enrollment process and coordinating the delivery of ID cards, member handbooks and contracts. Understands the renewal process from start to finish and is responsible for coordinating all associated functions for assigned groups. Determination and entry of ID Card holds on a group and reviewing for accuracy before releasing to Members. Reviews and collects completed enrollment applications for new and renewing business. Coordinates the delivery of ID cards, Membership Guides, first month billings, and contracts. Directs the internal enrollment process to ensure the accurate and timely enrollment and administration of groups by coordinating the underwriting, enrollment, finance, and marketing functions. Maintains a working knowledge of the group information system in order to conduct final quality and accuracy review of information that has been entered. Instructs and assists client administrators in enrollment (including SHOBE, EDI, or other electronic enrollment systems), billing reconciliation, contract compliance, and other identified areas. MARKETING MATERIALS: Orders and gathers marketing materials as well as promotional items and giveaways for meetings, public events etc. Avoids waste (quality and cost) by ensuring that orders for marketing materials accurately represent correct group plan and benefit information. Works as the liaison with Marketing to ensure all material is relevant and up to date. Provides high quality writing and editing of communications to SelectHealth clients. Leads the role of group material translations from English to needed languages by overseeing the submittal process with the translation 3rd party company. SALES SYSTEMS: Is committed to building and directing accurate employer information in Salesforce to all departments within Select Health including but not limited to premium rates, benefits, eligibility, key contact information, unique arrangements and/or agreements etc. Ensures that the integrity of the information is uploaded to Salesforce correctly as this detail has a direct correlation to benefit set-up, Facets configuration, contract language etc. The Account Coordinator also works assigned Salesforce queues and signs-off on all tasks in a timely manner. Account Coordinator is responsible for all data in Salesforce including but not limited to renewals, Enrollment tasks, contacts, change requests, contracts and data integrity. CONTRACTS: Assists in the issuance of accurate contracts (Execution Section Review), signed return of contracts and countersigned issuance of contracts within the established timelines set by the Large Employer Sales Department and Compliance. Maintains an internal contract log for each Account Manager and assists in the resolution of any contract discrepancies by working with all internal departments to ensure that approved contractual changes are updated in all effected systems. LEADERSHIP: Demonstrates strong leadership skills when working on special assignments given by the Large Employer Sales Director, Manager and/or Supervisor. Approachable, knowledgeable, professional and produces timely deliverables. Demonstrates composure under stress. Takes accountability for decisions and results of work, and contributes beyond one's role. MEETINGS/EVENTS: Professional in appearance and demeanor when facilitating, presenting and/or assisting at open enrollment meetings, questions and answer sessions, benefit fairs, health fairs, brown bag luncheons, agent seminars other public relations events etc. May require significant overtime and abnormal hours during certain months. VALUES/EMPLOYEE ENGAGEMENT: Actively contributes to the success of Large Employer Sales by consistently demonstrating the positive support of department team members, processes and goals. Cultivates business relationships internally, externally, and virtually. Focuses on the customer and takes action to exceed their expectations.

Requirements

• Means of transportation to travel to frequent meetings and make deliveries.
• One year of customer service experience in a professional business environment.
• Manual dexterity, hearing, seeing, speaking.

Nice To Haves

• Bachelor’s Degree
• Three years experience in a health care related industry
• Current Utah State health insurance agent/consultant license.
• Demonstrated excellent presentation skills and the ability to communicate effectively with large and small groups.
• In-depth functional knowledge of internal departments preferred for efficient problem resolution
• Excellent time management skills, the ability to work under pressure with deadlines, and to handle duties and responsibilities with minimal supervision
• Detail oriented and possess strong interpersonal skills
• Knowledge of general office procedures, Facets, Salesforce, Word, Excel and Reports
• Demonstrated willingness to assist in any necessary duties to help meet department objectives
• Have own car and car insurance for travel

Responsibilities

• Support and assist Account Managers in renewing large commercial and national accounts.
• Provide superior service to clients, agents, and members.
• Serve as an expert in system setup and liaison between Sales and other departments.
• Facilitate prompt resolution of complex benefit, claims, or enrollment issues.
• Handle service complaints referred by employer contacts, agents, or other internal customers.
• Manage task resolution process in Salesforce.
• Answer telephone calls and emails during working hours.
• Oversee the Business Continuity contact process.
• Assist in building and presenting membership reports.
• Oversee the setup of Agent/Group contact access to reports and Link system.
• Initiate the renewal process for existing client groups.
• Review group information and changes with the Account Manager.
• Assist in the timely return of a signed 'Rate & Benefit Confirmation' sheet.
• Organize and coordinate enrollment meetings.
• Distribute marketing literature, conduct enrollment meetings when Account Manager is unable, and direct the internal enrollment process.
• Coordinate the delivery of ID cards, member handbooks, and contracts.
• Determine and enter ID Card holds on a group and review for accuracy.
• Review and collect completed enrollment applications.
• Coordinate the delivery of ID cards, Membership Guides, first month billings, and contracts.
• Direct the internal enrollment process to ensure accurate and timely enrollment and administration.
• Maintain a working knowledge of the group information system for quality and accuracy review.
• Instruct and assist client administrators in enrollment, billing reconciliation, and contract compliance.
• Order and gather marketing materials, promotional items, and giveaways.
• Ensure orders for marketing materials accurately represent correct group plan and benefit information.
• Serve as liaison with Marketing to ensure material relevance and updates.
• Provide high-quality writing and editing of communications.
• Lead the role of group material translations from English to needed languages.
• Build and direct accurate employer information in Salesforce.
• Ensure the integrity of information uploaded to Salesforce.
• Work assigned Salesforce queues and sign off on tasks.
• Assist in the issuance of accurate contracts.
• Maintain an internal contract log for each Account Manager.
• Assist in the resolution of contract discrepancies.
• Demonstrate strong leadership skills when working on special assignments.
• Facilitate, present, and/or assist at open enrollment meetings, question and answer sessions, benefit fairs, health fairs, brown bag luncheons, agent seminars, and other public relations events.
• Actively contribute to the success of Large Employer Sales.
• Cultivate business relationships internally, externally, and virtually.
• Focus on the customer and take action to exceed their expectations.

Benefits

• Generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.
• 100+ learning options to choose from, including undergraduate studies, high school diplomas, and professional skills and certificates through the PEAK program.
• Up-front tuition coverage paid directly to the academic institution through the PEAK program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed