Summary: The Client Manager (CM) works closely with the Account Executive to service a portion of the BRMS client base. The CM is the day-to-day point of contact for each client account. The CM strives to ensure service levels and expectations are being met by executing regular and proactive communication with all client administration and upper level on a day-to-day basis.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Organize regularly scheduled communications with all existing clients and internal contacts to determine how BRMS can meet their business needs.
- Attend quarterly board meetings with Account Executive (AE)
- Take Minutes as required
- Assist with Open Enrollment periods.
- Review accounts on a monthly basis.
- Build strong relationships with clients’ HR teams, senior managers, and other key stakeholders.
- Manage BRMS client needs from beginning-to-end with input from the AE.
- Responsible for obtaining and revising necessary information on the account and completing all activity as required.
- Work on new client implementations.
- Prepare, Manage and understand and provide critical review of monthly reports.
- Exhibit strong technical knowledge of industry, products, and compliance requirements.
- Work internally to create and maintain plan documents.
- Mediate between client and carrier.
- Create and update plan documents during and after Implementation.
- Create and update ID cards during and after Implementation.
- Maintain PPO Network contract application and Plan Cost Reports
- Respond to Anthem Blue Cross Utilization Management update requests.
- Appropriately escalate issues and opportunities to Upper Management as need be.
- Provides feedback to assist in the creation of performance improvement goals and development of training programs.
- Ensure proper handling of customer issues and concerns.
- Conduct ongoing training to Client Coordinator to make certain the quality of service delivered to BRMS customers achieves and exceeds company and productivity standards.
- Review daily and monthly reports, transactions, and trends, and provide feedback to team members and Upper Management
- Performs other duties and responsibilities as assigned by Management.
Knowledge, Skills, & Abilities:
- Subject-matter expert within field.
- Excellent verbal and written communication skills.
- Strong analytical skills.
- Positive problem-solving skills.
- Display a polished and professional appearance at all times.
- Strong computer skills, including Word, Excel and Outlook.
Supervisory Responsibilities: This job has no supervisor responsibilities.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High School Degree or G.E.D.; and minimum of two years experience working in a related Customer Support Role; or equivalent combination of education, training, and/or experience, which demonstrates ability to perform the outlined duties above.
Language Skills: Ability to read, speak, and write effectively in English. Ability to interpret documents such as safety rules, memos, letters, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before customers or employees of organization. Ability to effectively address or resolve customer service issues within guidelines of the position.
Mathematical Skills: Ability to add and subtract, multiply and divide with 10's and 100's.
Reasoning Ability: Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Certificates, Licenses, Registrations: Valid, class C license in state working with no adverse driving record.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this Job, the employee is regularly required to sit for extended periods in front of a computer. The employee is frequently required to reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and use hands to finger, handle, or feel. The employee may frequently lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. This position requires the employee to work in the office.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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