Client Manager

ABOUT THE JOB

This role will guide clients through their benefits program needs, offering both short- and long-term solutions. Key responsibilities include project planning, project management, implementation, and the daily management of employee benefits vendors. This role provides day-to-day customer service to clients, including helping to resolve issues related to billing, claims and eligibility.

ESSENTIAL FUNCTIONS

Client Onboarding and Implementation

• Manage new client onboarding and benefit administration configurations.

• Work with Client Executive to execute implementation processes, including meetings, documentation, and coordination with carriers and vendors.

• Set up new groups, renewals, and terminations, ensuring seamless client transitions and accurate record maintenance.

• Participate in client meetings as needed.

Client and Vendor Relations

• Serve as day-to-day point of contact for clients and vendors, handling queries, meetings, and communications, including escalated claims and eligibility issues.

• Maintain client advocacy lists and manage billing and enrollment audits to ensure service quality.

• Save and organize crucial correspondence and meeting notes to ensure consistency and accessibility of information.

Compliance and Reporting

• Assist in preparing and reviewing documents like NQTL Analysis Forms and COBRA updates to ensure regulatory compliance.

• Coordinate annual compliance tasks for clients in collaboration with internal Compliance Team

Marketing and Renewals

• Lead and project manage the renewal and marketing process, including preparing and distributing RFP packets, analyze and view proposals; provide recommendations to the Sales/Consulting team

• Engage in pre-marketing strategies, gather analytics for marketing and ensure client needs are met effectively.

Financial Management

• Review and maintain executed client contracts, plan documents, SBCs, SPDs, Business Associate Agreements and amendments for accuracy; provide final approval to carrier/TPA, and coordinate delivery to client

• Verify receipt of final client contract from carrier/TPA/vendor; review final contract to ensure reflection of negotiated terms and accuracy of data

Open Enrollment and Communications

• Facilitate open enrollment sessions, using tools like Knovio for presentations and handling communication tasks to ensure smooth operations.

• Review and assist in updating benefit guides to ensure they are comprehensive and reflective of current offerings.

Operational Support

• Manage carrier communications, including termination letters and documentation related to sold proposals and renewals.

• Update essential operational documents like the EB Playbook and Benefits Inventory to keep internal teams informed and aligned with client needs.

• Ensure internal systems are up-to-date and accurate; maintain client benefit plan information in Agency Management System and Document Management System

• Attend team and department meetings as needed

EDUCATION

• Bachelor’s degree preferred

• Life & Health License (required upon hire)

KNOWLEDGE AND EXPERIENCE

• Preferred minimum of 5 years of experience with client-facing customer service and/or marketing with an in-depth knowledge of the insurance brokerage business; preferably with self-funded benefit plans, medical stop loss and ancillary coverages

• Demonstrated skills: project management, prioritization, problem-solving, sense of urgency, detail-oriented, excellent organizational and time management, follow through and ability to work independently

• Excellent verbal and written communication skills; professional presentation skills

TECHNICAL FUNCTIONS

• Highly proficient in the use of Microsoft Office products (Excel, Word, Outlook, PowerPoint)

• Familiar with the use of an Agency Management System and Document Management System (BenefitPoint experience a plus)

• Strong project management and client service skills