Account Manager

Position Description:

The Account Manager is responsible for building and maintaining client retention, relationships and growth of the business at Dominion National. The Account Manager is the primary point of contact for group customer contacts related to contracts, benefits, rates, renewal activities, and escalated service issues. This includes consulting with clients, client’s insurance brokers and consultants to ensure a high degree of satisfaction with Dominion National products and services. The Account Manager will incorporate key service activities which include ongoing communication with clients as well as participation in annual enrollments and negotiation of agreements. Serve group account management clients and inform of existing accounts to ensure deadlines are met and a timely response given to inquiries.

Responsibilities and Qualifications:

• Provide guidance for all Dominion National (DN) staff on administration of the client’s programs and expectations to ensure DN meets the terms of the RFP and contract.
• Lead solution development efforts that address client’s needs and align DN responses with engagement strategies to address current challenges.
• Manage and coordinate the renewal process for assigned clients.
• Create sales opportunities through targeted external customers, effective relationships with brokers/consultants and front-line benefit contacts to increase membership, build support for Dominion National (DN), and
• enhance group customer loyalty and retention.
• Monitor and maintain data integrity within accounts and book of business.
• Collaborate with various departments to ensure smooth processes of client services.
• Monitor changes in regulations and fee schedules to ensure compliance with state and federal guidelines.
• Conduct appropriate monthly/quarterly account management visits with assigned clients.

Skills:

• Well-organized and superior written and oral communication skills, particularly strong presentation skills.
• Ability to work as a team member.
• Proficient with Microsoft Office including Excel, Word and PowerPoint.

Knowledge:

• Working knowledge of group benefits products, including dental, vision, life, and related insurance offerings, as well as basic underwriting principles.
• Understanding of employer-sponsored benefit programs, contract provisions, renewals, and rate structures.
• Knowledge of healthcare and benefits industry practices, regulations, and compliance requirements at the state and federal level.
• Knowledge of group benefits and underwriting. Proven ability to provide consultative services and to proactively meet customer needs, using management reports, offering training opportunities and recommending innovative solutions.
• Familiarity with the role of brokers, consultants, and employer groups in the benefits marketplace and how to effectively partner with them.
• Understanding of client account management best practices, including retention strategies, service delivery models, and issue escalation.
• Knowledge of data management and reporting concepts related to membership, billing, renewals, and account performance.
• General knowledge of sales and growth concepts as applied to existing client relationships, including cross-selling and upselling within a consultative framework.

Experience: 

• Requires 5 years of progressive experience in account management, client services, and/or sales, with at least 3 years of experience preferred within the health care or benefits industry.
• Demonstrated success managing and growing client relationships, including renewals, retention, and consultative solution development.
• Proven ability to achieve sales and growth objectives, supported by measurable results and a strong track record of performance.
• Experience working with brokers, consultants, and employer groups, navigating complex client needs and benefit programs.

Education, Certification, and Licenses:

• Requires an associate’s degree, bachelor’s degree preferred.
• Requires a VA license to sell Health and Life Insurance or must obtain license to sell within 90 days from date of hire. Continued education is required to maintain license.
• Must possess a valid driver’s license; with the ability to travel frequently to client locations.