Researching & resolving general client inquiries involving claims, billing, administrative, and benefit questions.
Interacting with clients & internal teammates to provide information in response to inquiries about services, group health benefit coverage, etc.
Interacting with Insurance Carriers, Third Party Administrators, and healthcare providers in order to handle and resolve client issues & concerns
Providing exceptional client service as measured by adherence to Exude's Customer Service Follow-up and Documentation standards
Building and maintaining strong relationships with key client contacts through all forms of communication (i.e. telephonic, electronic, and face-to-face interactions)
Performing client billing reconciliation and census audits
As requested during peak seasons, performing duties to support Account Management team, such as leading Open Enrollment meetings, creating benefit packets, assisting with the renewal process for the assigned book of business, etc.
Occasionally attending relevant client meetings and events to educate and communicate the administration of benefit programs
Thoroughly documenting all customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken, in CRM system
What You Need for the Position:
4-yr college degree with a concentration in HR, Health Policy, Social Services, Risk Management/Insurance or related field, or equivalent years of experience, highly preferred
2 years of client service experience in a high volume environment highly desired
Strong technical knowledge of benefit products available, related administrative procedures and documents, and regulatory landscape for group benefit, medical, insurance, health, and other related products
Exceptional client service skills and a proven ability to work professionally and effectively in a high production, fast paced work environment particularly during critical open enrollment periods
Excellent interpersonal and communication skills including the ability to develop productive working relationships with both internal and external groups
Ability to make appropriate independent decisions and judgments and/or understand when to consult with other team members and management
Computer proficiency including ability to utilize Microsoft Office Suite and CRM technology
Ability to multitask when faced with competing demands and shift gears quickly to provide support to other teammates when needed
Excellent organizational and time management skills
In order to travel to client sites, must have a valid driver’s license and access to a vehicle that is insured in compliance with company policy
Because of the nature of Client Service work, time commitments may vary, especially during the peak season-incumbent must be able to work variable hours including occasional evening and weekend work to meet deadlines; must also handle on-call responsibilities as necessary to meet client expectations; provides after hours, on-call coverage as necessary to respond to client and employee issues and concerns-access to an active cell phone with text messaging capabilities is required
Ability to be flexible with job duties and scope of work
Telecommuting is allowed.
Internal Number: 1234
About Exude Inc.
Exude Inc. is a unique provider of employee benefits and commercial insurance brokerage, risk management, retirement services, and human capital consulting. We deliver our services through a lens of organizational health.
We are not your typical firm. At Exude, the drive to succeed is balanced with creating a fun, challenging, creative, and exciting place to work. Our culture is so unique that we have been recognized by Inc. Magazine as one of America’s Fastest-Growing Private Companies and we have received numerous awards including: Best Places to Work in PA, Psychologically Healthy Workplace, Best Places to Work in Philadelphia, Working Mother Magazine’s Best Small Companies to Work for in America, Smart CEO Healthiest Employer and most recently the When Work Works Award for demonstrating success in using flexibility as part of an effective workplace strategy to support our employees.