Client Liaison
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Job Description
Client Liaison managing customer interactions and enhancing insurance product understanding. Proactively resolving issues and improving processes in a remote capacity.
Responsibilities:
- Attends and participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements.
- Proactively identifies and surfaces customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions.
- Manages escalated customer issues in conjunction with the Technical Leads, as applicable.
- Proactively analyses data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates.
- Works with IT to define system fixes, enhancements and requirements and performs user acceptance testing.
- Identifies process improvements for operations and leads process changes.
- Acts as main point of contact to report system issues to IT and tracks for resolution.
- Acts as a subject matter expert to assist customer and Account Executives (AE) in understanding the impacts of non-standard benefits and/or processes.
- Manage and prioritize ad hoc requests from Account Executives to support efficient execution and strategic focus on new and existing program opportunities.
- Provides customer process and/or tools training as needed.
- Identifies urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions.
- Initiates and maintains partnerships throughout the organization; encourages cooperation by promoting common goals and building trust.
Requirements:
- Bachelor's Degree in Health Care Administration or a related field
- 4 or more years of job related or industry experience
- 2 years experience in roles involving interaction with customers and employees
- Demonstrated experience in STD//LTD, Leave (paid/state) and/or ADA.
- Strong consultative and leadership skills
- Strong communication skills (verbal, written, presentation)
- Strong understanding of multiple aspects of contracts, plans and products
- Strong project management skills
- Critical thinking and decision-making skills
- Ability to work with cross-functional business units and vendors to support customer needs.
Benefits:
- medical, dental, and vision coverage
- prescription drug coverage
- health care flexible spending
- dependent care flexible spending
- Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
- 401(k) plans
- annual bonuses
- opportunity to purchase company stock
- 11 paid holidays
- up to 20 days PTO to be used for any reason
- state-mandated sick leave
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