Provides proactive accountservice management in support of business objectives and to achieve customersatisfaction.
Fundamental Components & Physical Requirements include but are not limited to : Assists with development and execution of customer service strategy. Meets with customers at least quarterly to discuss service levels and expectations, share process improvements, discuss operation of benefits plans, identify gaps in service levels, determine root causes and develop solutions. Identifies customer specific service issues, identifies solutions and leads resolution of issues working with other areas to implement. Responds to customers' requests for network analysis, benefit plan design changes, and benefit questions and clarifications. Manages plan administration activities, including installation, plan set-up, eligibility, billing and drafting by working proactively with support areas; signs-off on ID cards. Supports open enrollment activities.
Background/Experience Desired :
3-5 years industry or customer service experience preferably with complex accounts.
Education and Certification Requirements:
College degree or equivalent work experience.