Client Service Specialist
Precept - San Ramon, CA

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Position Summary

The responsibility of a Client Service Specialist II is to build and maintain professional relationships with multiple clients and vendors by providing client-level support services.

Essential Functions
  • Work with the Account Manager and Vice President, Client Management to successfully renew client employee benefits programs within timelines and quality standards, including:
  • Provide complete and accurate client information and census reports to Underwriting (UPS) to support marketing efforts
  • Assist the Account Managers and UPS Analysts in the review and analysis of competitive carrier proposals, highlighting key differences and coverage enhancements
  • Ensure all client open enrollment communication documents, including benefit guides, federally mandated notices and the online benefit portal, are updated, accurate and ready for open enrollment
  • Provide clients with updated plan information including rates, contributions, imputed income information and carrier contacts
  • Coordinate transition of final renewal decisions to ProView Benefit Administration, COBRA and FSA departments by providing renewal rates, sample client communications and any applicable instructions for renewal planning and the preparation and communication process
  • Update client records in Zywave to reflect final approved carriers, benefits and rates
  • Participate, as a sample user, in building and testing plan eligibility rules, confirming employee and employer benefit rates, and verifying eligibility set-ups in client online enrollment systems
  • With direction from Account Managers, coordinate installation of new insurance policies including, setting up initial administration meeting between carrier and client, confirming preferred billing structure and ensuring client access to carrier online administration tool(s)
  • Serve as primary contact for assigned clients and ProView benefit administrators handling day-to-day benefit coverage, compliance, eligibility, billing and claims issues, including:
  • Provide educated recommendations and solutions to clients, with direction from Account Manager(s), by applying industry knowledge and experience
  • Apply specialized benefits knowledge and compliance regulations, assisting with the auditing of client records and plan documents, as directed by Account Manager(s), to ensure compliance with state and federal regulations including, but not limited to, ERISA, HIPAA, COBRA and FMLA
  • Provide an elevated level of customer service, orally and in writing, to clients, responding to inquiries, issues, concerns and/or discrepancies in a timely and professional manner, effectively coordinating with internal and external contacts as needed
  • Maintain and update accurate client records in the customer tracking system, including client data, policy information and ongoing service tracking
  • Coordinate client wellness functions, including distribution of wellness newsletters, health fairs, bio-metric screenings and flu shots as needed
  • Establish and maintain professional relationships with clients, vendors, human resources contacts, insurance carriers and internal department members in a manner that illustrates and supports our client-centric philosophy, including:
  • Attend client centric meetings on weekly basis; facilitate meetings on behalf of Account Managers or Vice Presidents, Client Management as needed
  • Serve as key liaison for communicating and resolving client issues within client centric team
  • Attend vendor meetings, providing feedback on vendor products and services, as well as expanding vendor knowledge
  • Participate in Company-sponsored seminars, training workshops and webinars to enhance insurance industry education
  • Other duties and projects as assigned

Skills
  • Must be self-motivated, thrives in a fast-paced, team environment and able to work effectively with little supervision and direction
  • Strong active listening skills with the ability to ask thoughtful and probing questions to determine client needs
  • Demonstrated ability to exercise sound judgment when handling complaints, confidential and sensitive issues
  • Strong application and understanding of analysis techniques, benefit plan design and employee benefit laws
  • Strong organizational skills with excellent multi-tasking, problem-solving and follow-up skills, and the proven ability to deliver timely and accurate work product
  • Excellent written and oral communication, interpersonal and relational skills, including the ability to communicate effectively with remote locations, internal/external clients and vendors
  • Advanced skills in Microsoft Word, Excel, Access and PowerPoint; knowledge of Publisher and MS Project a plus

Experience and Education
  • Bachelors degree strongly preferred, or combination of applicable experience and education
  • Minimum three (3) years experience working in the health insurance industry, in employee benefit administration or in a Human Resources Generalist capacity
  • Strong working knowledge of health and welfare plans, including medical, dental, vision, STD, and LTD insurance
  • Active Life Agent License is required or must be obtained within three (3) months from hire date
  • HIPAA Certificate must be obtained within one (1) week of hire date