Position Summary: The primary functions of an Account Coordinator are to coordinate workflow with Account Managers for clients and to establish depth in the client relationship. A self-starter who shows motivation, confidence, ambition, resilience, embraces challenges, sets goals, sets higher expectations, focused on successfully outcomes, promotes teamwork, promotes, and shares best practices, willingness to help others. Must have experience and/or exceed expectations for promotion for a period for proven success record. Relies on extensive experience and judgement to plan work and accomplish department goals. Some supervision necessary.
Supervisory Responsibilities: None
Essential Tasks: The essential functions include but are not limited to the following:
- Coordinate management of client accounts with Account Executive.
- Mentor to Account Coordinator I and II.
- Prepare group meeting and enrollment materials for clients.
- Conduct group meetings and employee enrollments, as needed, and assist with new hire enrollments throughout the year (minimal).
- Provide training to clients on technology enhancements, online enrollment system and benefit plans.
- Effect changes in coverage as needed by client in THEbenefitsHUB. Thorough understanding of limitations and capabilities of THEbenefitsHUB and able to recommend possible solutions to clients regarding THEbenefitsHUB capabilities.
- Troubleshoot and resolve issues (claims, eligibility, etc) with third party vendors on behalf of client and their employees.
- Maintain quick, clear, and professional communication with clients, carriers, and team members via email/Internet/voice. Maintain excellent rapport with client base.
- Assist with Life Insurance updates in THEbenefitsHUB including approving, denying, and closing coverage and notifying clients timely of payroll changes.
- Assist resolution of billing discrepancies in coordination with Billing Coordinator and Account Executive. Must have thorough understanding of billing and payroll processes including ability to assist with payroll updates after annual open enrollments. Must understand custom payroll files and be able to assist with troubleshooting and implementation of custom payroll files.
- Conduct periodic COBRA audit and resolution of COBRA discrepancies including COBRA implementation for new clients. Communicates COBRA rate renewals annually to COBRA administrator. Must have thorough understanding of COBRA process including COBRA billing processes.
- Completes regular audits of client data in THEbenefitsHUB including non-standard and unique audits (IMNS, post enrollment audits, eligibility audits, demographic audits, eligibility, and system audits etc.). Must have good understanding of excel functionality including VLOOKUP. Must have thorough understanding of all reports available in THEbenefitsHUB and functionality.
- Must have an excellent understanding of the benefit offerings and carriers affiliated with Higginbotham Public Sector.
- Must have good understanding of HPS key accounts.
- Must have thorough understanding of LDAP and ADI functionality and able to troubleshoot LDAP and ADI discrepancies.
- Thorough understanding of implementation processes of a new group and reenrollment preparation for current clients including conducting Plan Sheet audits, Coop Standardization review, BORs, Broker Signoffs, and assisting with Renewal Meetings, etc.
- Thorough understanding of continuation of coverage processes.
- Thorough understanding of FMLA and LOA processes and guidelines.
- Must maintain client sites, FTP sites and client SharePoint folders. Must have thorough understanding of General Forms processes.
- Assist with life insurance, disability and other claims including troubleshooting with carrier with appealed claim decisions.
- Good understanding of ETC and ACA reporting options available to clients.
- Perform other duties as needed or required.
- Good understanding of carrier implementation and carrier termination including EDI and build requirements.
- Thorough understanding of Cafeteria Plan rules and Qualifying Event eligibility and processes.
- Thorough understanding of EDI and EDI discrepancies including TRS and TSHBP medical discrepancy review and resolution. Must be able to comprehensively review EDI files.
- Must have read the TRS Administrative Guide.
- Thorough understanding of Needs Based Selling approach and ability to mentor team members of this concept.
- Basic understanding of RFP and Renewal process and able to assist Account Manager with some RFP and Renewal processes including renewal packets, renewal presentations.
- Music have thorough understanding of WOP processes.
Specific Knowledge, Skills and Abilities:
- Group 1 Insurance License.
- At least 2-5 years’ experience in customer service and insurance.
- Frequent travel required.
- Excellent written and verbal communication skills.
- Professional conduct and appearance which enhances company image.
- Must have exceptional computer and customer service skills. Proficient in Microsoft Word, Outlook, Excel, Publisher, and PowerPoint.
- Excellent planning, organizational and time management skills. Individual should prioritize and plan work activities efficiently.
- Ability to effectively meet and communicate with the public.
- Self-managed and motivated to ensure the high standards set forth within the Company are met.
- Self-starter with the ability to work independently.
- Must have proven work ethic, customer service attitude, and ability to work in a team environment.
- Team player.
- Complete tasks accurately and timely.
- Work requires continual attention to detail in composing, typing, and proofing materials, establishing priorities and meeting deadlines.
- Adherence to all company policies and rules.
- Commitment to safety in all work practices.
- Work requires an excellent command of the English language.
- Must have high level of interpersonal skills to handle sensitive and confidential situations. Position continually requires demonstrated poise, tact and diplomacy as well as continually adheres to HIPAA and security standards.
- Some analytical ability is required to gather and summarize data for reports, find solutions to various problems, and prioritize work.
- Regular and predictable attendance is an essential function of this job.
- Must have knowledge of secretarial and office administrative procedures, and knowledge of use and operation of standard office equipment at a level generally acquired through 2+ years related experience.
- Working knowledge of TRS administrative guidelines.
Experience and Education:
- Minimum of 3 year of experience in customer service and employee benefits.
Core Competencies:
- Leadership: Display leadership skills and ability to motivate fellow employees (If applicable)
- Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
- Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
- Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
- Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
- Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
- Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
- Dependability: Acknowledgment of the importance of being present and punctual
- Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
- Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
- Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment
Physical Requirements:
- Ability to lift 25 pounds
- Repeated use of sight to read documents and computer screens
- Repeated use of hearing and speech to communicate on telephone and in person
- Repetitive hand movements, such as keyboarding, writing, 10-key
- Walking, bending, sitting, reaching and stretching in all directions
Benefits & Compensation:
- Higginbotham offers medical, dental, vision, prescription drug coverage, 401K, equity incentive plan as well as multiple supplemental benefits for physical, emotional, and financial wellbeing.
- Employee Wellness Program
- Company paid holidays, plus PTO
Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Higginbotham Insurance Agency, Inc., and our partners, will not accept unsolicited potential placements from any source other than directly from the candidate or a vendor partner under MSA with Higginbotham. Please do not contact or send unsolicited potential placements to our team members.
- Applications will be accepted until the position is filled
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.
