Director Client Services & Account Management

This position will be office-based during the required training, which may last up to 6 months. Once training is complete, the position may become hybrid or 100% remote-based subject to company remote-work policies. Working permanently on a remote or hybrid schedule is not a guarantee for this position.

POSITION SUMMARY:  Under minimal supervision supports the TBA division’s strategy related to new business development and client satisfaction by leading and coordinating activities, initiatives, and programs that promote the division’s growth and ensure client satisfaction and retention. The primary role of the Director is to support organization growth by providing strategic client direction, building new relationships, and maintain existing client relationships, as well as ensuring that client projects are implements according to plan and on schedule.

DUTIES AND RESPONSIBILITIES:

• Manage the ongoing relationship with client representatives.
• Oversee benefit program and service implementation process.
• Request and review client feedback regarding performance and service and timely address and resolve client complaints, concerns, issues, and requests.
• Respond quickly and with urgency to provide reports, updates, and other information of interest or need for client.
• Provide input into the establishment of annual business goals and objectives with respects to benefit program services.
• Determine short- and long-term resource requirements to ensure client expectations are met.
• Monitor and analyze market information and trends for opportunities and prepare detailed reports with recommendations for action to client senior management.
• Identify, promote, and support cross-selling opportunities.
• Participate and support marketing and sales initiatives, which may include timely review and response of the RFP process.
• Assist in the development and distribution of communication materials, brochures, surveys and employee benefit presentations or educational sessions for client group.
• Lead and/or participate in due diligence assignments and act as liaison with brokers for new program opportunities or changes to existing client benefit programs or services.
• Coordinate and manage communication with clients, TBA departments, and vendors regarding new groups, terminations, plan changes, issues, new products, etc.
• Monitor client service and customer satisfaction by gathering client feedback through surveys and other tools.
• Review input and survey results, identify themes, trends, and/or issues, and propose innovative and cost-effective solutions.
• Provide resolution to issues or concerns (claims, eligibility, billing, benefit access, customer service, networks, etc.) in a timely and effective manner.
• Complete and provide monthly/quarterly/annually various financial, administrative, and other reports and analysis for client directly related to client benefit programs and services.
• Ensure compliance with corporate and client guidelines regarding TRISTAR Benefit Administrators’ procedures.
• Maintain client data in Salesforce for all clients and prospective clients.
• Coordinate and oversee activities for internal and external audits.
• Respond to audit reviews and develop and implement corrective action plans as may be required.
• Coordinate client renewal, review, and recommend contract revisions, and oversee the accurate production of program benefit summary descriptions and/or plan documents.
• Maintain knowledge of emerging technologies, trends, and regulations in the self-funded benefits industry.
• Maintain visibility in the industry by supporting and attending industry sponsored functions, speaking engagements and educational / teaching opportunities.
• Ability to travel extensively is required.
• Daily attendance and punctuality are essential requirements for this position.
• Perform other duties as may be assigned.

EQUIPMENT OPERATED/USED:  Computer, 10-key, printer, copier, fax machine and other office equipment.

SPECIAL EQUIPMENT OR CLOTHING:  Appropriate office attire required when conducting business with internal/eternal personnel remotely or in person.

QUALIFICATIONS REQUIRED:

Education:  Bachelor’s degree in marketing, business development/leadership, or health care management or related field. Master’s degree in business relations or health care industry (preferred).

Experience:  Must have five (5) years related experience in the Self-Funded health benefit program administration, provider network operations, or related industry

Knowledge, Skills, and Abilities:        

• Possess exceptionally strong written and verbal communication skills, including the ability to convey technical details.
• Innate ability to manage multiple projects concurrently and meet strict deadlines.
• Must be detail-oriented, analytical and a problem solver. 
• Possess excellent negotiation and facilitation skills.
• Possess strong and effective organizational skills.
• Possess leadership, management, and motivational skills.
• Ability to work Independently and in a team environment.
• Possess in-depth knowledge of client servicing operations.
• Possess proficient accounting and mathematical equation skills.
• Possess extensive knowledge of the principles, procedures, and best practices in the industry.
• Intermediate to advance knowledge of Word, Excel, PowerPoint, Salesforce, and customer service technology.
• Possess hands on experience with Process improvement and Project Management operations.
• Possess a thorough understanding of Third-Party Administration industry.
• Possess and demonstrate effective entrepreneurial skills.
• Ability to effectively forge strong relationships.
• Ability to establish and maintain a high level of client trust and confidence.

Other Qualifications: 

• Certifications and/or Producer’s license (Life, Health/Accident) as required by State regulation or Business Product. (Attainable within first year of employment)