Wellmark Blue Cross and Blue Shield · 13 hours ago
Sr Account Service Representative
Des Moines, IA, USA
Full-time
Hybrid
Mid, Senior Level
4+ years expWellmark Blue Cross and Blue Shield is a mutual insurance company focused on the well-being of its members. The Sr. Account Service Representative will support renewal and retention activities for Large Group Account Management teams by providing education, resolving inquiries, and collaborating with business partners to meet customer needs.
Financial ServicesHealth InsuranceInsurancePersonal Health
No H1B
Responsibilities
Assist in the development and management of relationships with customers and consultants. Maintain relationships with assigned customers, agents, and/or consultants through effective communication, customer service, agent training, and personal interaction during meetings, lunches, or other specified events. Keep Account Managers and leader informed of customer interactions and status updates
Primary focus to understand the customer’s true needs by way of consultation, research and resolution of specific and escalated inquires. Reinforce with business stakeholders the customer experience by providing prompt, courteous and accurate responses to customers and/or agents
Prepare and submit required group-specific paperwork for new or renewal business, which initiates the group contract/agreement, as applicable, accurately and within specified timeframes with guidance and support from Account Manager
Collaborate and serve as a subject matter expert for customers/agents products, services, processes and value proposition; including providing knowledge of issues such as union considerations, ancillary products and services, complex benefit designs, funding arrangements, IRS guidelines, and ERISA. Have the ability to step-in for Account Managers, when necessary
Provide integral review of Summary Plan Descriptions (SPDs), Coverage Manuals, Summaries of Benefits and Coverage (SBCs), Group Implementation Guides, and other documents for the customer based on their specific needs and by market segment, including language changes as appropriate, prior to delivering to the customer/agent
Document relevant account and/or agent information and activities in CRM in a timely manner; review, recognize trends, share appropriately
Serve as the customer/account advocate elevating ideas and concerns to leadership as appropriate and participate in process improvement initiatives and projects to represent the sales staff and the voice of the customer or agent. Proactively identify opportunities to improve workflow procedures and coordinate the efforts of system support. Assist with developing and updating standard departmental procedures and participate in process improvement initiatives
Organize and participate in various initiatives, including agent/consultant training, internal meetings, group employee meetings, pre-renewal group meetings, employer forums, and benefit fairs, if applicable
Participate in and support new and renewal group transition and implementation activities; including facilitation of group enrollment meetings and assistance in completion of RFPs. Including verification and quality assurance of group paperwork, collaboration with Underwriting, Benefit Implementation Team, Group Enrollment and Membership and Legal. May be required to assist in analyzing group options relevant to rate issues and other considerations
Other duties as assigned
Qualification
Required
Associate's Degree or direct and applicable work experience
4+ years of experience in customer/client support or related roles with increasing levels of accountability, such as support of key accounts, clients, or lines of business, and proven track record of success
1+ year of office administration experience (e.g., review/submittal of paperwork, RFP/document preparation, meeting coordination, etc.) from within insurance, financial services, or similar corporate environment
Strong interpersonal and relationship management skills with ability to develop deep understanding of customers' and stakeholders' needs, ask meaningful questions, and provide guidance or recommendations based on subject matter expertise. Must be able to ensure client satisfaction
Strong written and verbal communication skills, including the ability to facilitate presentations. Must be able to effectively communicate to varying audiences
Ability to produce results while maintaining a commitment to accuracy, attention to detail, prioritization, and time management. Willingness to exercise flexibility while working in a team environment
Proficiency with Microsoft Office applications, such as Word, Excel, or Outlook
Valid Driver's License with limited travel 20-30%
Life & Health insurance license, or the ability to successfully obtain license within 2 months
Company
Wellmark Blue Cross and Blue Shield
Wellmark Blue Cross and Blue Shield and its subsidiaries provide health coverage to more than 2 million members in Iowa and South Dakota.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
John Forsyth
Chief Executive Officer
Andrew Neller
Deputy Chief Information Security Officer
Recent News
2022-02-18
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