America's Job ExchangeAJE

POSITION SUMMARY

Serves as single point of client contact for all daily operational routine activities. Responsible for project management of issues, escalations and performance metric reporting. Subject matter expert on client plan design, scope of services and requirements. Requires effective communication between clients, carriers, internal operational staff, and senior management.

MAJOR DUTIES


*Serves as single point of client contact for operational daily routine activities, issues, escalations - incoming and outgoing messaging


*Manages Implementation and Ongoing Issues Log, coordinating with Service Delivery Manager to insure completion of open items and communication with clients


*Manages carrier relationships for assigned clients


*Maintains requirement documents for assigned clients, insuring accuracy and communication of changes to appropriate parties


*Maintains carrier requirements, including account structures and eligibility, insuring accuracy and communication of changes to appropriate parties


*Manages CSR training for new client implementation and ongoing client changes


*Serves as subject-matter expert for assigned clients, answering questions, researching issues, and ensuring client Knowledge Base is accurate and up to date


*Drafts out-of-scope change orders, with requirements and detailed work items supporting requirements (validation of work items and hours effort supplied by operations)


*Manages web content for client sites, insuring accurate wording, current content, coordination with communications for changes (excludes enrollment eligibility)


*Monitors, consolidates, and reports to management and CDO on performance metrics


*10% travel required for client and prospect visits

SKILLS


*High School Diploma or Equivalent required. 5+ years of industry experience in outsourcing/ benefit administration environment including client-facing experience


*2-3 yrs of project management experience


*Project and time management skills and ability to juggle multiple commitments and track multiple streams of information


*Computer proficiency with Microsoft Office and database and project management software, preferably industry software


*Strong written, oral, and effective listening communications skills

KNOWLEDGE


*Knowledge of Health & Welfare, DB, COBRA, and/or benefit administration and outsourcing industries


*Knowledge of specific client industries a plus

Job Benefits