Large Group Account Lead
- Employer
- Alegeus
- Location
- Orlando, Florida
- Salary
- Not specified
- Posted
- Apr 19, 2019
- Closes
- Jun 18, 2019
- Industry
- Healthcare, Technology
- Category
- Customer Service, Health / Wellness
- Hours
- Full Time
- Career Level
- Experienced (Non-Manager)
Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers.
MAJOR RESPONSIBILITIES:
- Protect our and our clients’ revenue in service and growth of employers as designated contact to accounts with more than $25,000 in expected annual revenue or by request of client.
- Creates trusted relationships with contacts, educating employers and contacts to reinforce value proposition and promote self-service.
- Assists and resolves employer HR VPs, HR generalists, CFOs, and other strategic decision makers including, brokers, account managers and client leaders with inquiries and requests for assistance via email and phone.
- Encourages other lines of business and account-based growth and deposits.
- Manages employer relationships successfully as a designated point of contact and secures successful renewal and quarterly service feedback survey results.
- Resolves problems accurately, efficiently, and at the root cause. educate stakeholders on the value proposition of our clients’ products and services.
- Provides service to employers in processing eligibility updates, including new hires, changes and employee terminations.
- Assists in with timing of HSA deposits in addition to complex reconciliation of payroll file funding, troubleshooting EDI errors and sFTP issues.
- Develops a deep understanding of clients’ plans, needs & expectations.
- Develops an understanding of eligibility and claim integration to ensure cohesive employer experience.
- Develops a deep understanding of Alegeus proprietary platforms.
- Develops a deep understanding of Health Reimbursement, Flexible Spending and Health Savings Account.
- Supports internal and external clients in member level escalations to ensure the member experience is protected.
- Manages escalated customer service inquires by employers by hearing the customer, identifying the root cause of the issue, and taking steps to ensure the issue is resolved in a timely manner, providing consistent follow up to the organization.
- Works with clients to maintain them informed and provide read out of issues, recap open items throughout the week.
- Conducts training webinars consistent with goals of educational service model.
- Attends weekly calls with employers and account manager to track and maintain issue logs and ensure open items are resolved in a timely fashion at the root cause.
- Works with internal partners to achieve cross-departmental resolution.
- Other Duties as assigned
EDUCATION/EXPERIENCE:
- Bachelor’s degree or equivalent education and/or work experience preferred.
SKILLS/KNOWLEDGE:
- Minimum of six months in the Health Savings Accounts, Health Reimbursement Arrangement, Flexible Spending Account field or in highly regulated markets such as financial services, investment management or healthcare.
- Minimum of one-year customer service to employer contacts, senior management and business decision makers.
- Minimum 1-3 years Customer Service required, preferred in a call center environment.
- Ability to coach and lead team mates to deliver best in class service. Demonstrated ability to inspire team mates, manage workflow assignment, and maintain high volume of contacts.
- Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise.
- Demonstrated ability for Account Management.
- Experience using customer service center technology including call center desktops, ticketing systems, and files.
- Proficient in MS Office programs, including: Outlook, Word, and Excel
- Excellent oral and written communication skills. • Proficient in WebEx