Senior Client Manager

Client Manager II

The Client Manager II applies experience and critical thinking skills to anticipate client needs. The Client Manager II demonstrates an ability to understand and articulate expanded and / or alternative methods of managing the clients benefit programs, to include current trends such as consumer driven healthcare, alternative funding arrangements, and health & productivity management. Introduce plans designed to support the clients' organizational strategic initiatives and make recommendations accordingly based on client feedback / interest level.

Essential Duties & Responsibilities :

• Actively participate in initial strategy meeting with the client to develop the broad outline of the strategy as expressed by the Client Executive.
• Acting in the capacity of the project manager, further refine strategy with the client's input and as carrier data / feedback is received.
• Develop marketing strategy for clients based on their needs, history and a strong knowledge built over time regarding carriers which can provide the best possible benefit designs and premiums.
• Negotiate with carriers on client's behalf, drawing on knowledge of the client's historical trends, claims history and making judicious use of internal underwriting expertise to question carrier rate decisions.
• Manage the client's annual timeline to include the renewal and Open Enrollment process.
• Actively participate in, and frequently lead, the strategic planning and renewal meetings to learn client needs, challenges and concerns.
• Orchestrate the installation of benefit package(s) to include managing multiple vendor and carrier communications simultaneously, resolving systems compatibility and the resolution of issues.
• Create the strategy and branding under which the benefit package will be presented to the client's workforce to include the key areas of focus to be messaged during Open Enrollment meetings and in plan specific communications.
• Develop the client's Open Enrollment communication campaign in a manner that creates understanding and value of the benefits programs while enriching employees to be knowledgeable healthcare consumers.
• Develop analytical, customer service and communication skills needed to perform as a Client Executive.
• Manage the book with minimal supervision from the Client Executive to include tracking renewal dates and following up with the team throughout the renewal process, instructing the team to begin gathering necessary renewal information and update presentations.
• Present to Client Executive the financial measures used to predict and analyze plan benefit costs, and the factors which influence those costs and premium rates.
• Learn best practices to present renewal outcomes to the client and provide recommendations based on the findings with the ultimate goal being to take on these responsibilities.
• Keep Client Executive apprised of potential E&O concerns and client dissatisfaction. Strategize with Client Executive to develop possible resolutions and proactive solutions to avoid continued or future problems.
• Through regular, daily interaction with and observation of the service team, assess the skills and knowledge of service team member(s) and recommend formal training and developmental opportunities needed to grow their abilities.
• Based on knowledge of team member(s) skills and abilities, delegate tasks as appropriate.
• Responsible for ensuring project is on time and deadlines are being met.
• Ensure good file maintenance with documentation of account issues and maintenance of the Agency Management System.
• Establish and consistently maintain effective and positive working relationships with internal associates and clients.

Education and / or Experience :

Work Environment & Physical Demands :