Account Service Consultant

Pay rate: $24.00 - $26.00 per hour.

About the role

The Account Service Consultant ensures prompt, accurate, and efficient servicing of all Broker, Member, and Employer Group Administrator inquiries. Inquiries may be via telephone, email, written inquiries, lobby walk-ins, or through on-site visits with an employer group and/or broker. This role provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance Group & Broker satisfaction and retention. The Account Service Consultant maintains constant communication with the Sales staff and other Business Partners throughout the organization.

Responsibilities

• Responsible for the implementation of new groups, renewals, and conversion of groups to new product lines.
• Research, interpret, and respond to inquiries from internal and external customers, business partners, brokers, consultants, and groups concerning products, services, and policies in accordance with MTM, Corporate Service strategy, NCQA, and legislative requirements.
• Identify and respond to issues brought forward either internally or externally and ensure all inquiries are responded to within 24-48 hours—same business day preferred where possible.
• Interact with Operations, Enrollment and Billing, Customer Care, Claims, Advocacy, Clinical Operations, Medical Affairs, and Finance/Underwriting Departments to resolve identified issues.
• Assure that all account data is maintained on a timely and accurate basis, such as initial account setup, benefit books, summaries, contracts, etc.
• Partner with the Project Management team to support vendor relationships and conversations related to electronic enrollment methods for assigned book of business.
• Utilize both standard and custom products in a manual workflow to meet the needs of external clients.
• Validate all group setup and renewal completions.
• Complete and successfully pass training(s) to support job role/function.
• Consistently demonstrate high standards of integrity by supporting the Lifetime Healthcare Companies’ mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintain high regard for member privacy in accordance with corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Demonstrate willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.

Requirements

• High School diploma or equivalent required. Associate’s degree in a related field preferred. In lieu of degree, 2 years of experience in service or healthcare industries.
• Valid NYS Life, Accident, and Health license within six months of employment required.
• Familiarity with NYS and Federal regulations and underwriting policies a plus.
• Strong oral/written communication and customer service skills.
• Strong organizational skills and ability to prioritize, multitask, and work in a fast-paced environment while remaining professional and focused under multiple pressures and demands.
• Ability to complete required internal Medicare Training per Center for Medicare Services within one year of start date.
• PC skills are essential: spreadsheet and word processing applications, database functions, and sales force automation software applications.

Pay

The typical base pay for this role across the U.S. is $24.00 - $26.00 per hour. Non-exempt positions are eligible for overtime at a rate of 1.5 times the base hourly rate for all hours worked in excess of 40 in a work week, or as required by state or local law.

Benefits

Full-time employees are eligible to select from different benefits packages. Packages may include:

• Medical, dental, and vision benefits
• Health savings accounts with qualified medical plan enrollment
• 10 paid days off
• 3 days paid bereavement leave
• 401(k) plan participation with employer match
• Life and disability insurance
• Commuter benefits
• Dependent care flexible spending account
• Accident insurance
• Critical illness insurance
• Hospital indemnity insurance
• Accommodations and reimbursement for work travel
• Discretionary performance or recognition bonus

Sick leave and mobile phone reimbursement provided based on state or local law.