Client Manager, Employee Benefits

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