Account Manager - PSA at PacificSource in Springfield, Oregon

Job Description:

Looking for a way to make an impact and help people?



Join PacificSource and help our members access quality, affordable care!



PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.




Diversity and Inclusion: PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person's talents and strengths.


Responsible for the service and retention of PacificSource Administrators clients (FSA, HRA, TRN, COBRA, and Premium Administration). Build positive customer relationships through the promotion, education, and service of company products and services and developing consultative relationships with agents and employers. Act as an expert resource for the group to ensure inquiries are responded to and resolved in a timely fashion. Ensure existing groups are satisfied with and recognize the value offered by PacificSource Administrators. Support the implementation, and renewal of the PacificSource Administrators groups included in the assigned block of client groups.



Essential Responsibilities:

• Work with sales team to deliver ongoing service of an assigned block of client groups.


• Work with employers and brokers who contact PSA directly to handle concerns, issues, and problems through to completion.


• Act as liaison between employers, plan administrators, agents, and PSA administrative departments.


• Track, record, and prepare written reports regarding problems, areas of needed improvement, and distribute them, as appropriate, to the group file, affected PSA departments and staff, group's agent, and Operations, Sales Manager.


• Establish proactive, strategic, value added service and regular contact with client groups. Provide reports, compliance consultation, and opportunities to streamline service and increase member satisfaction.


• Maintain contact database with history records and follow-up appointments.


• Assist with the renewal process. Review client's plan(s) for needed changes, updated documents, etc. Review rates for accuracy and appropriateness. Look for opportunities to sell or provide added services. Look for opportunities to increase automatic claims processing and web utilization, Benefit Card utilization, provide electronic billing, or introduce other efficiencies.


• Provide timely follow up with agents and employer groups regarding renewals based on established renewal dates.


• Work with Sales and Client Service associates to scrub renewal set-up forms and documents for completion and accuracy and follow-up on missing information.


• Manage expectations and communicate the renewal implementation process and timetable.


• Complete renewal tracking reports and worksheets.


• Determine and record reasons for terminations and relay the information to the Operations, and Sales Manager.


• Manage education and enrollment information delivery to new and renewing groups via enrollment materials, web-based information and tutorials, presentations - either live or via webinar, utilizing PowerPoint when appropriate, and group level introduction and administration training


• Coordinate with Sales Manager to make sure there is a clear understanding of the products and services sold to any new or renewing PacificSource groups. Complete any documentation necessary to implement or renew Groups. Responsible for servicing group.


• Consult with groups to ensure they are educated on PacificSource Administrators products, administrative procedures, and legislative changes. Follow the service model guidelines for outreach to client based on group size, small or large group. Track and maintain service visit log. Write, proof and distribute account service reports to the broker of record.


• Develop positive working relationships with group administrators by serving as a first resource for benefits, compliance, and plan information. Act as a liaison between groups, Brokers, and PacificSource Administrators to resolve problems and comply with requests. Communicate with groups, Brokers, PacificSource Administrators departments, and the Sales Manager as needed.


• Distribute and explain the products and services provided by PacificSource. Review Plan Document, Summary Plan Description and Summary of Benefits and Coverage as appropriate. Identify and deliver meaningful content to employer groups in your assigned block of business.


• Participate in group enrollment/employee benefit meetings, wellness/health fairs, for PacificSource Administrators groups. Group benefit meetings include presentation of the PacificSource Administrators products purchased by the group. Include training on administrative procedures, and access to other PacificSource services provided by the benefit plans offered.


• Serve as client contact and problem solver for a wide scope of issues. Receive, analyze, and respond to client issues with appropriate follow-up on specific customer requests, including administration questions, supply requests, problem resolution, and intricate claims issues


• Attend internal and external meetings as required. Share best practices with team.


• Identify cross selling opportunities to existing PacificSource groups and coordinate discussions about these opportunities with sales executive.


• Determine reasons for Group terminations and record information for team/executive review.


• Represent PacificSource Administrators, both internally and externally, as required at events, and any other community activities or volunteer opportunities.

Supporting Responsibilities:

• As requested, participate in and lead company benefit training programs.


• Regional office Account Managers may be required to assist with clerical duties for efficient administrative office functions.


• Meet department and company performance and attendance expectations.


• Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.


• Perform other related duties as requested or required.

SUCCESS PROFILE




Work Experience:



Minimum of three years' related work experience in a professional environment. Health insurance or producer experience, specifically with FSA, HRA, TRN, POP, and COBRA experience preferred. Solid customer service experience is required.



Education, Certificates, Licenses:



Requires AA/AS in Business or related field; or equivalent combination of education and experience. BS in Business Administration or related field is preferred. Current Life and Health license (or eligible to earn license) as a Life & Health Insurance Sales Producer preferred.



Knowledge:



Intermediate knowledge/skill level with use of Microsoft Office programs. Knowledge of PSA/PacificSource products and services, the competitive environment, and applicable laws and regulations. Ability to provide expert guidance on applicable IRS and COBRA regulations and teach continuing education courses. Knowledge of the mission of PSA/PacificSource Health Plans. Timely and accurate response to client needs and requests. Responsible to represent the entire staff in the marketplace through expertise, reliability and professionalism. Knowledge and ability to be self-directed and organized to effectively service clients and facilitate back-up by colleagues. Experience with office management and employee relations.


Ability to communicate effectively with all types of individuals. Ability to work in a fast-paced environment, managing shifting priorities and multiple tasks simultaneously. Requires a high level of integrity and trust, given frequent exposure to confidential material. Demonstrated ability to remain resilient, flexible, and focused in a changing environment.



Competencies:



Adaptability


Building Customer Loyalty


Building Strategic Work Relationships


Building Trust


Continuous Improvement


Contributing to Team Success


Planning and Organizing


Work Standards



Environment:



Work inside in general office setting with ergonomically configured equipment. Travel is required approximately 40% of the time. Generally travel by automobile and some overnight stays.



Skills:

Accountability, Business & financial acumen, Collaboration, Communication, Developing Networks, Flexibility, Listening (active), Strategic Thinking



Our Values



We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

• We are committed to doing the right thing.


• We are one team working toward a common goal.


• We are each responsible for customer service.


• We practice open communication at all levels of the company to foster individual, team and company growth.


• We actively participate in efforts to improve our many communities-internally and externally.


• We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.


• We encourage creativity, innovation, and the pursuit of excellence.

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.



Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times. Apply Now