Description:

Job Purpose

The Account Representative is responsible for servicing assigned Brokers, Agencies, Employers and other clients through public relations, problem solving, education, communication and support of the policies and procedures of Health One Alliance and Alliant Health Plans. This role will provide education, training and support for Brokers/Clients across all lines of business and will assist in managing the contracting and renewal process for both group and individual accounts. This position will monitor trends within the industry and the book of business to identify early indicators of risk and opportunity. Some travel maybe required for this position. The Account Representative is responsible for day-to-day operational priorities related to the sales or implementation processes of IFP/group health insurance. Including researching and resolving issues such as claims, eligibility, educational information and/or other miscellaneous matters that affect insureds, employers, brokers or internal staff members.

. Requirements:

Duties and Responsibilities

• Works directly with Brokers/Clients to maintain effective working relationships while ensuring they are serviced and educated on all policies and procedures in an efficient and professional manner
• Provides positive, supportive communication to Brokers/Clients at all times
• Nurtures/builds relationship with brokers and/or clients through a variety of means
• On-site visits with Brokers/Clients and their staff as necessary
• Collaborates with other departments and outside agencies to meet identified needs of Brokers/Clients and resolve issues
• Fosters collaboration and communication with the Finance and Data teams in order to address rate and commission issues both timely and knowledgeably
• Overall account service for new Brokers/Clients
• Engages in community involvement activities, promoting the company through networking, volunteerism and advocacy
• Facilitates and encourages website and portal utilization through education and training to ensure Brokers/Clients are able to maximize their productivity
• Works with Development/Implementation team and conveys approved messages to Brokers/Clients in a timely manner and to ensure compliance
• Maintains functional and progressive knowledge of all IT related products offered by the health plan to brokers and clients
• Participates in the quoting, sales process, and on-boarding for Brokers/Clients where needed/required, including sending quotes, fielding questions and tracking responses
• Provides regular reporting and notifications to Brokers/Clients as requested
• Reviews and monitors contract renewals, communicating with Brokers/Clients to ensure renewals are submitted in a timely manner and all questions/changes are addressed; provide proper notification when terminations are expected
• Responds to issue reports from Brokers/Clients within 24 hours to instill trust in problem solving and responsiveness. Provide resolution within 30 days
• Maintains patient confidentiality at all times
• Maintains Georgia Insurance license (health), CMS certifications and obtains annual continuing education credits. Fosters a working understanding of the laws and guidelines governing health insurance administration
• Monthly reporting to Management detailing pending sales, renewals, implemented renewals, generated quotes, new enrollments, terminations and other elements as requested.
• Maintains appropriate account renewal benchmarks
• Researches and resolves issues revolving around existing accounts
• Works with new sales opportunities for lead conversion and ultimately new business acquisition by calling, connecting and emailing prospects or brokers identified through internal and external lead sources
• Aggregates information about competitors, prospects, key markets and helps conduct industry analysis to drive segmentation and prioritization in outreach campaigns
• Leverages Company resources, tools and research to create and track issue resolution, prospects, brokers and clients
• Leverages Company resources and tools to align account, industry, project and geography strategies with opportunities
• Monitors industry-specific sites, blogs, forums, analyzing for relevant current/target account activities and competitive intelligence
• Facilitates client feedback efforts including company-sponsored surveys, direct client outreach and focus groups
• Regular and predictable attendance
• Consistently demonstrates compliance with HIPAA regulations, professional conduct, and ethical practice
• Maintains work area in a clean and orderly condition and ensures safe operating conditions within area of responsibility
• Works to encourage and promote Company culture throughout the organization
• Other duties as may be assigned

Qualifications

• Bachelor’s Degree in Health Care Administration, Nursing, Business or related field preferred or equivalent experience
• Valid Driver’s License
• Preferred active Georgia License in Accident/Sickness/Life Insurance
• Two or more years broad-based business experience within the medical insurance/healthcare/managed care environment
• Experience in a sales-oriented environment is preferred
• Aptitude and interest in new technology/software developments preferred

Competencies

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  Ethics – Honest, accountable, maintains confidentiality
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  Reliability – The extent to which the employee can be depended upon to be available for work, do it properly, and complete it on time. The degree to which the employee is reliable, trustworthy, and persistent.
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  Sense of Urgency – Meets deadlines, establishes appropriate priority, gets the job done in a timely manner
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  Customer Service – Works well with customers, promotes a positive image of the company, strives to solve issues raised by customers
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  Communication – Communicates well, delivers presentations, has good listening skills
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  Initiative – Takes action, seeks new opportunities, strives to see projects to completion
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  Interpersonal Relations – Establishes and maintains effective working relations with employees and others within and outside the organization
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  Organization Skills – Information organized and accessible, maintains efficient workspace, manages time well
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  Planning & Organizing – Displays ability to effectively plan, organize and implement applicable tasks or projects in relation to established goals and objectives
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  Problem Solving & Decision Making – Displays ability to define a problem, develops workable and realistic alternatives, and selects appropriate alternative to resolve problem. Decisions made are generally correct, and the time taken to make such decisions is reasonable.

Physical, Mental, Environmental & Working Conditions

Moderate amount of walking, sitting, and writing. Moderate to significant amount of stress in meeting deadlines and dealing with day-to-day events in the execution of job duties. Needs flexibility and adaptability to change. Candidate must be self-disciplined and a self-starter and able to work independently with a flexible work schedule. Must be able to drive a vehicle and daytime/overnight travel as required.