Senior Client Service Manager - Strategic / LTE

Company :

Highmark Inc.

Job Description :

JOB SUMMARY

This job partners with assigned Strategic, LTE, National market Client Managers to maintain and grow existing business and ensure that positive account relationships are maintained. The incumbent assists in the preparation of proposals, meeting materials and/or sales collateral during the account renewal process. Evaluates, recommends and implements processes to ensure that account objectives are met. Serves as the sales liaison between group administrators and the Organization's internal departments for problem resolution accountability.

This role is a hybrid based role in Pittsburgh, PA - 3 days a week onsite - T, W, TH.

ESSENTIAL RESPONSIBILITIES

• Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained. Develop detailed specifications for implementation of new products for clients.
• Assist in the preparation of benefit design analysis for specialized proposals and quotes. Run financial reports or perform basic financial analysis on utilization data and market research and analysis.
• Analyze operational business problems and provide problem resolution and effect change to all facets of the company. (i.e. address benefit and administrative issues and recommend alternative solutions for the account, etc.). Leverage internal resources to bring the best service and problem resolution to assigned accounts.
• Take a Proactive approach to Regulatory Changes/Impact on Customers to detail issues, recommend solutions to include: review of regulatory changes; summary of their effect on clients and what can be done to remain in regulatory compliance.
• Audit Benefit Plan set-ups proactively and ensure plans are accurate and set up in compliance with the contract.
• Take a focused role on problem resolution to include “Project Management” (end-to-end) of the resolution to include pulling appropriate parties together, identifying issue/scope, managing who will be responsible for what parts, developing timeframes for resolution, keeping management and client up-to-date on project work, resolving issue and closing out project. Proactive Analysis of data from the various sources/partners (Medical/Rx/etc.) that including running reports and analysis of the information produced from the reports.
• Develop documents and processes to ensure effective communication via work plans for all account implementation activities. Work closely with Sales Support Analysts responsible for account processing and set-up to ensure accurate and seamless service delivery.
• Function as the primary contact for the resolution of the day to day account service issues. Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty. May conduct enrollment meetings during the account renewal process.
• Adapt procedures, processes to meet the more complex requirements of the position. Solve complex problems taking a broad perspective and developing innovative solutions. Provides direction to other incumbents
• Other duties as assigned or requested.

EDUCATION

Required

• High School/GED

Substitutions

• None

Preferred

• None

EXPERIENCE

Minimum

• 3 years relevant and progressive experience in the area of specialization OR
• Relevant Highmark experience

Preferred

• None

LICENSES or CERTIFICATIONS

Required

• State Producer License's for Life, Accident & health (current or obtained within 45 days of hire)

Preferred

• None

SKILLS

• Service orientation that appreciates team problem solving management is required
• Meticulous diligence and attentiveness to detail
• Problem Solving with strategic thinking perspective thru resolution
• Effective communication (both written & verbal)
• Drives towards timely and efficient client success results
• Evaluates critically and provides thoughtful prioritization
• Influence, Persistence & Resilience
• Planning, organizing, and the ability to establish methodical accountable team effort for the approach to service issue requests

Language: (Other than English)

None

Travel Requirement:

0% - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Occasionally

Physical work site required

Yes

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Does Not Apply

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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For accommodation requests, please contact HR Services Online at [email protected]

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