Client Account Manager-Self-Funded at Independent Health Association in Williamsville, New York

Posted in Other 7 days ago.

Job Description:


The Client Account Manager- Self-Funded is a highly visible role crucial to Nova's Client Retention. The Account Manager is key in developing strategies to build positive relationships with employers, brokers, and organizations to retain and grow profitable membership. The Account Manager must demonstrate consultative techniques to uncover Clients' issues and needs and apply comprehensive knowledge of Self-Funded products and services to provide a solution to meet those needs. Will serve as client, broker/consultant and third party contact for operational issues, including, but not limited to; claims questions, eligibility issues, benefit clarification and billing questions. They will provide employer centric servicing by collaboratively working with all internal departments to resolve issues and ensure client satisfaction. The Account Manager will be responsible for the oversight of the implementation process for new groups, as well as the preparation and modification of documentation for their assigned client list. The documentation may include, but will not be limited to; Administrative Service Agreements (ASAs), HIPAA Business Associate Agreements (BAAs), Summary Plan Descriptions (SPDs) and Summary of Material Modifications (SMMs). They will ensure all documentation is timely and an accurate representation of the benefits as adopted by the client. The Account Manager shall administer contract management strategies and programs to increase operational effectiveness including, but not limited to, comprehensive documentation as related to a client.


  • High School Diploma or GED required; Bachelor's degree preferred.

  • Four (4) years' experience in business to business sales support or account servicing required; self-funded health care experience preferred.

  • Strong leadership and analytical skills.

  • Strong attention to detail and problem solving capabilities.

  • Demonstrated ability to understand and articulate complex systems, process and/or concepts and influence outcomes through clear and effective communication and collaboration.

  • Ability to develop collaborative working relationships with brokers, employers and leadership.

  • Ability to handle multiple projects and priorities and manage time effectively in a fast paced environment.

  • Proven verbal and written communication skills with the ability to communicate effectively and professionally via the telephone as well as in person. Ability to communicate complex messages with a wide range of audiences on an internal and external basis.

  • Good organizational and time management skills; good problem-solving skills and attention to detail a must.

  • Capacity to understand and manage regulatory requirements and professionally participate in external audits and client meetings.

  • Strong PC skills required includingMicrosoft Word, Excel and PowerPoint.

  • Ability to work over time, flexible hours, weekends and holidays is required and a condition of employment.

  • Ability to travel both locally and nationally. Any Nova employee who uses a motor vehicle in the course of their duties representing Nova must be compliant with New York State Motor Vehicle laws and must follow the Policy that pertains to Driver's License Requirements as a condition of employment.

  • Proven examples of displaying the Nova values: Passion, Caring, Collaborative, Trustworthy, Respectful and Accountable.

Essential Accountabilities

  • Retain existing business by managing the relationships with clients/brokers.

  • Collect necessary information to analyze plan performance and recommend strategies to achieve client's corporate objectives (i.e. cost saving solutions).

  • Cross-sell additional ancillary self-funded products/services to clients.

  • Present Nova product offerings to plan participants during open enrollment meetings and as an on needed basis.

  • Work closely with brokers to coordinate account activity.

  • Work with core/systems / plan build to ensure accuracy of account set up.

  • Collaborate with other members of the organization to provide value added services and information to identified accounts.

  • Respond to RFPs and work with appropriate teams to prepare response.

  • Oversight of implementation of new or renewing accounts.

  • Maintain accuracy in (customer relationship management system) on an ongoing basis to ensure data integrity. Including utilizing Salesforce to capture all necessary documentation related to assigned book of business.

  • Be accountable for and follow through to resolution any issue that cannot be immediately addressed.

  • Tailor servicing and administrative approach and involvement to each employer's requirements.

  • Initiate, monitor and verify plan participant materials production.

  • Respond to client and broker report requests.

  • Respond to questions/inquiries with groups and brokers during the absence of the Manager, Client Services.

  • Work collaboratively with internal departments on corporate projects and initiatives as assigned.

  • Review and file employer documents and follow up on missing information if needed.

  • Participate in and works with Account Management Team and other cross-functional areas to provide transparent service to the customer.

  • Understand, interpret and communicate policy and procedures in a helpful service oriented manner.

  • Maintain a level of technical, strategic, regulatory and operational expertise required to effectively manage and perform assigned duties.

  • Responsible for coordinating and producing documentation.

  • Represent Client Service Department as a team member on projects as needed.

  • Provide leadership, facilitation and direction, in conjunction with and support of the Manager, Self-Funded Client Services to the team assigned to their book of business.

  • Participate in the development and implementation of initiatives to support corporate strategic priorities and health plan performance management.

  • Effective communication and listening skills.

  • Responsible for providing regular updates to the Manager, Self-Funded Client Services.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via their Career Worklet.