COBRA Account Manager
Discovery Benefits, Inc. - Fargo, ND

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The Account Manager is responsible to create, maintain, and grow positive relationships with all clients.

ESSENTIAL FUNCTIONS
  • Provide excellent customer service to Discovery Benefits’ clients.
    • Answer Account Management phone queue within 30 seconds.
    • Respond to customer inquiries via email/ phone within 24 hours.
    • Consistently meet the Discovery Benefits Customer Service standards and skill requirements.
    • Reaches out to employer group immediately after transition from implementation is complete, serving as an introduction and a welcome. Goes through day-to-day interactions between employer group and Discovery Benefits.
    • Creates new and innovative ways of reaching out to employer groups.
    • Basic understanding of the department’s rotating task list.
    • Provides ideas on how to increase customer service.
  • Assist with group account management (as assigned).
    • Serve as the main point of contact for the employer.
    • Communicate with the employer any issues with COBRA continuants, carriers or updates to the software.
    • Assist Operations and Continuant Services by contact employer regarding any discrepancies or service requests.
    • Consistently promote the use of the employer portal portion of the COBRA software package to employer groups by conducting web demos and answering day-to-day questions.
  • Communicate internally to ensure customer loyalty.
    • Communicate with other departments in order to ensure that the employers plan is administered according to the design guide/services agreement.
    • Report any missing links during the account implementation.
    • Document any formal complaints and share with the Regional Director.
  • Support a positive team work environment.
    • Share knowledge.
    • Detect needs for creating efficiencies and improving processes.
    • Communicate to all appropriate team members regarding any issues or differences with the group.
    • Presents thoughts and suggestions during team meetings.
    • Takes part in meeting and exceeding team/department goals.
  • Compliance under the federal and state COBRA guidelines.
    • Provide information and documentation to the employer to ensure that they are in compliance with the federal and state COBRA guidelines and statues.
    • Answer questions in regards to the administrative services agreement, design guide or custodial agreement.
  • Provide support to the COBRA Department and Growth & Development for employer group activity.
    • Provide requested documentation or reports to Growth and Development, COBRA manager/department supervisor and employer during open enrollment periods.
    • Assist the renewal coordinator when appropriate in communicating annual rate changes and renewals.
  • Provide support to Growth & Development for new and renewing group enrollments.
    • Provide reporting to sales, manager and employer during open enrollment.
    • Prepare and send employer packets and enrollment materials.
    • Track and follow-up to ensure a completed design guide, Administrative Service Agreement and Benefits Debit Card Agreement (when applicable) is received for each renewal.
    • Coordinate web enrollment status with account specialists.
  • Work with COBRA Account Management Supervisor to develop new processes and procedures.
    • Implement and document new processes and administrative procedures.
    • Communicate changes needed to new processes.
    • Continuous improvement approach to work.
  • Communicate with manager those areas needing change.
    • Work on special projects as assigned.
    • Assist department supervisors/task coordinators with special projects.
    • Develop and update administrative procedures as needed.
  • Ensure privacy according to HIPAA.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
  • Customer service experience and benefits experience typically acquired in 2 years.
  • Basic knowledge of federal and state COBRA regulations.
  • Computer proficiency required.
  • Must have excellent customer service skills.
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Excellent organizational skills
  • Excellent analytical skills
  • Innovative
  • Works with others in a team environment.
  • Meets daily deadlines consistently
  • Must take initiative in jobs performed; seek solutions and answers to problems
  • Flexibility/ adaptability

Discovery Benefits, Inc. - 21 months ago - save job - block
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