Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.
This role serves as the primary client facing contact point for assigned accounts and represents a source of subject matter expertise, guidance, and accountability for providing an outstanding client and customer experience. This role will be a hybrid schedule with our Grapevine TX office.
How You Will Contribute:
- Work with management, account executive, and Onboarding/Implementation teams to obtain all necessary requirements and process documentation to ensure service procedures for assigned accounts are in place, training and awareness of all support service teams is sustained to meet or exceed client and member service goals; focus on enrollments and waiver processes.
- Work closely with other internal functional areas while adhering to change control processes to accurately ensure each department has the information needed to service AHP's schools in a consistent and reliable manner.
- Analyze and verify requirements for completeness, consistency, comprehensibility, feasibility, and conformity to standards.
- Research, review, and analyze the effectiveness and efficiency of existing processes and solutions to initiate continuous quality improvement initiatives.
- Develop, maintain, and routinely communicate continuous improvement plans and status by account as well as progress against personal and department goals.
- Coordinate orientations for clients as needed.
- Resolve enrollment escalations utilizing internal tools and systems.
- Serve as client point of contact for all claims and ledger billing inquiries.
- Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
- Maintain complete confidentiality of company business.
- Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
- Facilitate large client and internal meetings as required.
Skills & Experience to be Successful:
- Strong background in customer service with an emphasis on resolving problems and issues.
- Ability to multi-task, meet deadlines, work independently and in a team environment.
- Previous experience working as an Account Service Manager or similar role in the insurance industry preferred.
- Highly proficient in driving business process improvement, training methods, team or department planning, process diagrams, action plan management, and policy and procedure development.
- Background in a project management or business analysis role preferred.
- PC proficiency to include PowerPoint, Project, Visio and Outlook.
- Advanced knowledge and skills of Word and Excel.
- Experienced in managing multiple accounts with an emphasis on proactive client communication.
LICENSES AND CERTIFICATIONS:
- Solid 3 - 5 years of relevant work experience (supporting relationship managers, sales or working in a service oriented operational middle office or client facing support function)
- Experience with Microsoft Visio, Project and Excel
- BA or BS Degree is desirable
Teammate Benefits & Total Well-Being
We go beyond standard benefits, focusing on the total well-being of our teammates, including:
- Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance
- Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement
- Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
- Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more.
Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certain benefits. Benefit details and offerings may vary for subsidiary entities or in specific geographic locations.
Recruiting Vendor Disclosure Statement
Brown & Brown does not accept unsolicited resumes from external recruiters, recruitment vendors or employment agencies ("Recruiting Vendors"). Recruiting Vendors must have a valid written agreement and received prior written authorization from an authorized Brown & Brown representative before submitting candidates for any publicly posted role. Any unsolicited resumes submitted to Brown & Brown or its employees become the property of Brown & Brown, and no fees will be paid for such submissions. Additional information regarding this policy can be found on our careers page.
The Power To Be Yourself
As an Equal Opportunity Employer, we are committed to fostering an inclusive environment comprised of people from all backgrounds, with a variety of experiences and perspectives, guided by our Diversity, Inclusion & Belonging (DIB) motto, "The Power to Be Yourself".