Job Title: Customer Relationship Manager (Healthcare Claims)
Location: Baltimore, MD (Occasional Travel required)
Duration: 6-12 Months+
Notes:
Hybrid onsite (DMV locals only)
Occasional Travel required
PURPOSE:
This position is a critical resource for large accounts within the Account Management Team providing day to day expertise on benefit administration and serves as the primary client contact for service issue resolution. Builds and cultivates effective long-term relationships and a high level of satisfaction with client HR staff, Brokers, and Consultants assigned to major strategic clients.
Maintains an in-depth knowledge of products, operational procedures, and regulatory compliance, promoting customer trust, satisfaction, and loyalty.
Weight Essential Functions
40% Acts as the primary point of contact for client’s HR staff, identifying, assessing, and responding to service questions, while providing personalized, comprehensive, and timely verbal and/or written answers.
Demonstrates independent thinking and flexibility while servicing account’s requests related to benefit administration, enrollment, billing, claims, operating procedures, and regulatory compliance.
30% Applies superior communication, analytical, and problem-solving skills to resolve or triage inquires to the respective business partners within the company. Responsible for documenting, tracking, coordinating, and closing issues and communicating results back to client.
10% Builds and maintains an active and strong cultivated relationship with client, acting as a trusted advisor.
10% Maintains an in-depth knowledge of benefit administration, system platforms, vendor partnerships, and corporate and medical policies, providing quick and accurate assistance to the client.
SME for internal departments, providing expert knowledge of client’s overall plan design.
10% Support the Account Manager in conducting nationwide employer and employee educational and communication meetings in person and virtually. Partners with onboarding and account management team to assist with providing an exceptional client experience during new business implementation and renewing account retention.
Required Experience:
Should have excellent communication skills
Strong Customer Service Skills, Claims and Benefits Experience, Ability to Manage High Volume Workloads, Critical Thinking and Problem-Solving Skills, Strong Documentation and System Skills, Adaptability and Ability to Learn Quickly.
Minimum 3 years of Healthcare Insurance Claims experience is required
Salesforce knowledge is a strong plus
Luminex is a strong plus
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