Client Advocate

The Benefits Specialist is responsible for assisting Product and Client Managers, with the strategic flow and positioning of communication and data to and from the client and company departments. They serve as a liaison between the Company and its clients in assisting with service to the accounts assigned to their Product and Client Managers Book of Business (BOB).

The Benefits Specialist will consistently establish, execute and communicate the wellness work plan for assigned Clients in coordination with the Client.

RESPONSIBILITIES:

• Assists in the renewal process for annual enrollment.
• Manages client’s daily service issues.
• Follow up on Experience Reports from the Carriers on a quarterly basis
• Prepare and send the Monthly Experience Report (MER) to customers.
• Prepare and send the Request for Proposals to carriers.
• Prepare a renewal spreadsheet containing all proposals received.
• Help Client Managers in the preparation of presentation and reports.
• File all documentation pertaining to the BOB assigned, including assisting the maintenance and creation of the profile policy binders for Product and Client Managers.
• Arrange and execute health fair projects as needed, including presenting the information to the appropriate management team for approval.
• Coordinate resources for the clinics, health fairs, information tables and orientations.
• Work with Ikon Solutions in project and activities related to the project management of preferred accounts.
• Provide assistance in the development of the post-renewal package.
• Handle service requests from Clients within two (2) hours (for all requests received prior to 3:00pm) or during the first two (2) hours of the next day for requests received the prior afternoon (after 3:00pm).
• Maintain a ticket resolution rate of 91% of SLAs during regular season and 85% during Open Enrollment.
• Organize meetings and coordinate with team for customers’ meetings and activities.
• Review and collaborate in the development of contracts and project documentations.
• Maintain information updated in Zywave.
• Maintain a supply of all benefits forms and informational materials and make them available and accessible to customers.
• Manage Client’s daily service situations.