Client Experience Coordinator

Apta Health; United States; On-site; USD 55,000 - 75,000; Full time

Job summary

Blackstone Consulting Group, LLC in the United States seeks a Client Experience Coordinator to manage in-house servicing and annual renewals for assigned clients. You will coordinate with account managers, sales, underwriting, carriers, and brokers to ensure accurate benefit design, compliance, and timely paperwork.

The role requires proactive organization and strong communication skills. You will document meetings, review plan documents and amendments, assist with transitions between vendors,

Qualifications

• 2+ years of health insurance client service experience.
• Associate degree or equivalent work-related experience preferred.
• Knowledge of ERISA, COBRA, HIPAA, PPACA and related regulations.
• Experience with self-funded health insurance, stop-loss contracts preferred.
• Willingness to travel occasionally for employee meetings.

Responsibilities

• Work with client, client experience executive, TPA, and vendors to complete renewal process for each client within the assigned block of business.
• Fill out Renewal Checklist and internal documentation as needed.
• Review amendments and SPD for accuracy of benefit design and compliance.
• Check stop-loss policy for accuracy and coordinate changes as needed.
• Document meeting minutes and issue resolution.Facilitate post-meeting conference calls to verify decisions.

Skills

Customer service

Communication

Organizational skills

Time management

Project management

Attention to detail

Multitasking

Interpersonal skills

Discretion/confidentiality

Urgency in fast-paced environments

Education

Associate degree

Tools

Microsoft Office

Adobe Acrobat Pro

PowerPoint

Excel

Outlook

Job description

The Client Experience Coordinator is responsible for the in-house servicing and annual renewal for each assigned client. The successful incumbent will be client focused, possessing strong customer service, organizational and time management skills. Independent judgment is required to proactively and effectively plan, prioritize and organize a diverse workload. This position will report to the Manager of the Client Experience Coordinator team and regularly interacts with account managers, sales team, underwriting, carriers, TPA’s, brokers, agents, stop-loss carriers, and other applicable vendors and clients.

ESSENTIAL FUNCTIONS

• Work with client, client experience executive, TPA, and vendors to complete the renewal process for each client within the assigned block of business.
• Fill out the Renewal Checklist as tasks are finished and complete the internal Group Information Sheet, Servicing Renewal spreadsheet, Pipedrive and other internal documentation as needed.
• Review all amendments and/or Summary Plan Descriptions for accuracy of benefit design, eligibility administration, and compliance requirements, such as HIPAA, ERISA, COBRA, ACA, etc.
• Check stop-loss policy against the quote, application, and plan document for accuracy and agreement. Request changes to stop-loss policy and/or client SPD as needed to ensure no gaps in coverage.
• Effectively document meeting minutes on behalf of client service team, including Before Action Reviews and After Action Reviews, client calls, emails, and issue resolution in Pipedrive.
• Facilitate post-meeting conference calls with clients and service teams to verify all decisions made for each renewal.
• Convey renewal information, including stop-loss rates, admin fees and plan changes to the TPA.
• Work with current TPA to create plan amendments or SPD restatements as needed.
• Ongoing service and claims support for client and Client Experience Executive.
• Complete all renewal paperwork including stop-loss application, Service Agreement, and Administrative Service Agreement as well as any other vendor paperwork, then submit items to appropriate parties.
• Communicate at least annually all client compliance notice requirements and provide copies of applicable model notices to client.
• Utilize developed understanding of all aspects of operational functions to efficiently perform to the established service standards as related to renewals and client service.
• Assist in client transitions from current TPA, PBM or other vendors to new vendors.
• Elevate client issues and concerns to appropriate client experience team members and manager.
• Acquire and/or prepare employee communications as needed.
• Performs other miscellaneous projects, assignments, and duties as assigned.

REQUIRED QUALIFICATIONS

• 2+ years prior health insurance Client Service experience, preferred.
• Associate degree, or equivalent work-related experience, preferred.
• Knowledge of, and practical experience in, regulatory issues such as ERISA, COBRA, HIPAA, PPACA, as well as various applicable state and federal regulations specific to health insurance.
• Demonstrated knowledge of self-funded health insurance industry, including reinsurance and stop-loss contracts, preferred.
• Ability to travel occasionally to assist with employee meetings.
• Strong project management skills including, but not limited to, extreme attention to detail, and excellent listening skills, excellent communication skills.
• Exceptional organizational skills, including a strong attention to detail and quality, with a proven ability to establish, meet and exceed time-sensitive objectives.
• Excellent problem-solving skills, demonstrating abilities in being able to manage multiple and changing priorities, and offering solutions to challenges or concerns raised by a stakeholder, while maintaining a positive and professional attitude.
• Demonstrated ability to meet/exceed client expectations and provide clients with a positive experience at all times.
• Excellent interpersonal and customer service skills with the ability to communicate verbally and in writing with individuals at all levels, including executives, vendors and clients.
• Ability to maintain confidentiality and exercise discretion regarding confidential and sensitive information.
• Familiarity with technology that supports presentations, online meetings, and video/web conferencing.
• Proficiency with common office software such as Adobe Acrobat Pro and Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Must demonstrate a sense of urgency and the ability to work in a fast-paced environment.

WORK ENVIRONMENT

This job operates in a professional office setting performing predominantly sedentary work. This role routinely uses standard office equipment such as computers, including computer keyboards and mice; telephones; photocopiers; scanners; filing cabinets.

While performing the duties of this job, the employee is regularly required to talk, see and hear. The employee is frequently required to sit; will occasionally stand and/or walk; use hands and fingers to grasp, pick, pinch, type; and reach with hands and arms. 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.

EQUAL EMPLOYMENT/ANTI-DISCRIMINATION

Blackstone Consulting Group, LLC is an equal opportunity employer and does not discriminate on the basis of Race, Color, Religion, Creed, National Origin, Ancestry, Sex, Pregnancy, Age, Sexual Orientation (including transgender status), Physical or Mental Disability, Marriage to a Co-Worker, or for anyone engaging in Protected Activity (opposing a discriminatory practice or participating in an employment discrimination proceeding). Additionally, this employer does not tolerate any employees engaging in discriminatory behavior based on any of the aforementioned protected classes.