Senior Client Service Manager - Strategic - DE

Wilmington, DE, United States

Company : Highmark Inc. Job Description : GENERAL OVERVIEW:

Partner with assigned Client Managers to maintain and grow existing business and ensure that positive account relationships are maintained. The job works with Delaware’s strategic clients to assist in the preparation of proposals, meeting materials and/or sales collateral during the account renewal process. Evaluate, recommend and implement processes to ensure that account objectives are met. Serve as the sales liaison between group administrators and Highmark internal departments for problem resolution. The job is responsible to facilitate internal discussions/resolutions for client issues and enhancements

ESSENTIAL RESPONSIBILITIES:

Conduct internal and client facing meetings to assist in resolving issues and processes

Partner with assigned Client Manager(s) to maintain and grow existing business and ensures positive account relationships are maintained.

Assist in the preparation of benefit design analysis for specialized proposals and quotes. Runs financial reports or performs basic financial analysis on utilization data and market research and analysis. Develop detailed specifications for implementation of new products for clients. May conduct enrollment meetings during the account renewal process and throughout the year

Analyze operational business problems and provide problem resolution and effect change to all facets of the company. (i.e. address benefit and administrative issues and recommend alternative solutions for the account, etc.) Leverage internal resources to bring the best service and problem resolution to assigned accounts.

Work closely with Sales Support Analysts responsible for account processing and set-up to ensure accurate and seamless service delivery. Develop documents and processes to ensure effective communication via work plans for all account implementation activities.

Function as the primary contact for the resolution of the day to day account service issues. Support customers during the implementation of sales contracts and throughout the relationship by resolving difficult issues in a timely and professional manner; taking responsibility for customer satisfaction and loyalty. Work collaboratively with all internal departments to assure processes and issues are resolved

Other duties as assigned or requested.

QUALIFICATIONS:

Minimum

State specific Producer License’s for Life, Accident & Health are required or must be obtained within 45 days of hire.

5 years of relevant, progressive experience in the area of specialization

SKILLS

Skilled in MS Office (Outlook, Word, Excel PowerPoint)

Service orientation

Ability to work independently

Diligence

Strong Problem Solving/Decision Making skills

Communication

Drive for Results

Evaluates Critically

Influence, Persistence & Resilience

Planning and Organizing

Strong Presentation Skills

Language (Other than English):

None

Travel Requirement:

25% - 50%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Hybrid- 3 days a week in office

Teaches / trains others

Occasionally

Travel from the office to various work sites or from site-to-site

Rarely

Works primarily out-of-the office selling products/services (sales employees)

Regularly

Physical work site required

No

Lifting: up to 10 pounds

Constantly

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement : This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.

Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, age, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, age, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.

EEO is The Law

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