Account Specialist

FIND YOUR FUTURE We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion. Overview The Account Specialist serves as a point of contact in support of the commercial small account management and new sales teams to help achieve their membership, revenue and profit goals and is responsible for maintaining existing relationships with employers and brokers to facilitate retention and growth. The Account Specialist shall function as an advocate addressing and resolving inquiries from prospective members and our employer and broker clients; such as, responding to inbound calls about our products and services, coverage determinations, enrollment and eligibility, grievances, appeals, claims and billing while meeting department service levels for calls, monthly activity and productivity goals and fully utilizing systems to maintain required records and activities. The Account Specialist supports sales personnel in all facets of the group sales and renewal activities delivering exceptional customer service. The Account Specialist serves as a liaison between Sales Reps and assigned accounts by maintaining a sales and customer centric focus always to enhance and maintain positive customer relationships. Additional responsibilities include ensuring procedures are followed and data integrity is maintained in sales systems. This position will work closely with their leadership to understand business needs and objectives effectively supporting department and strategic plans. Qualifications High School Diploma or GED required. Associate degree preferred. Three (3) years of experience in sales, account management, customer service or healthcare operations required. Health insurance experience preferred; ability to understand and educate on Independent Health products required. Demonstrated ability to understand and articulate systems process and/or concepts and influence outcomes through clear and effective communication and collaboration. Proven verbal and written communication skills with the ability to communicate effectively and professionally via telephone as well as in person. Capacity to professionally participate in external client meetings and/or events as required. Strong PC skills required including Microsoft Word, Excel, and the ability to learn and utilize internal systems, including contact management, proposal generation and reporting systems in an effective and efficient manner. Strong motivational, organizational and time management skills; good problem-solving skills and attention to detail. Ability to communicate and escalate challenges to sales leadership as needed. Local travel required. Any Independent Health associate who uses a motor vehicle in the course of their duties representing Independent Health must be compliant with New York State Motor Vehicle laws and must follow the Policy that pertains to Driver’s License Requirements as a condition of employment. New York state insurance license required to sell health insurance in the state of New York at the time of employment or obtained within 90 days of employment required. Ability to work outside of core business hours which may include nights, weekends, and holidays, as business needs dictate. Proven examples of displaying the Independent Health values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable. Essential Accountabilities Respond to inbound calls from customers in a timely manner and answer inquires accurately with a high level of service and document information in systems as appropriate. Provide ongoing client and broker support /relationship management for small new and account management sales teams, including handling of prospective member calls and outbound call activity tactics. Responsible for demonstrating knowledge about IH billing practices and procedures to be able to effectively triage accounts receivable calls from customers. Responsible for performing transaction-based requests; such as, premium payments over the phone using electronic billing software. Working collaboratively with account managers and new sales team to develop and execute account specific tactics to support overall strategy. Recertify and renew Healthy New York specific accounts using sales management’s strategy and directional tactics. Support small new sales and account management activities such as proposal generation, new group onboarding, renewal processing, open enrollment materials, enrollment applications and file processing. Ability to explain benefit plan offerings in support of sales teams and via telephone to prospective members, employers and brokers as needed. Proactively support and internally administer open enrollment, new plan, new account or other significant activities with employers and brokers as needed. Be accountable for and follow through to resolution any issue that cannot be immediately addressed and tailor servicing and administrative approach and involvement to market and department requirements. Address and resolve client and broker inquiries and issues in a timely and effective manner ensuring the most accurate and up to date information based on policies and procedures. System knowledge and ability to support reporting and information for small group Account Management, new sales teams, their clients and brokers; as well as operational teams. Provide accurate and responsive support to internal and external stakeholders. Maintain a level of technical, regulatory, and operational expertise required to effectively manage and perform assigned duties. Perform effectively as outlined in department and plan policies and procedures, including assisting in the development and maintenance of standard operation procedures as requested. Maintain data integrity within sales and plan systems as it relates to fully insured commercial accounts and product lines as requested. This work includes providing QA/testing support of product data, collateral and workflow within sales systems as requested. Identify areas for continuous improvement by bringing forth suggestions for process enhancements. Demonstrate appropriate and effective communication of pertinent information to all levels of staff within commercial sales, product management and across the organization. Provide support for departmental and organizational projects and initiatives as requested. As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant’s race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information. Current Associates must apply internally via their Career Worklet.