Healthcare Account Specialist, Client Experience (Remote Hybrid)

As a Healthcare Account Specialist at UMB, your primary responsibilities include developing and nurturing relationships with small employer prospects, managing existing client accounts, and acting as the main point of contact between the client and UMB. You will present proposals, conduct account reviews, and ensure timely responses to any questions or operational needs from your clients.

To qualify as a Healthcare Account Specialist at UMB, you should possess a bachelor’s degree or have equivalent relevant experience. Additionally, two or more years of experience in healthcare, customer service, or sales support is preferred. Industry certifications like ECFC or HSAe are also beneficial or can be obtained within six months of employment.

At UMB, success for Healthcare Account Specialists is defined by your ability to build lasting relationships, achieve client engagement, and promote retention through personalized service. Meeting performance targets, managing your book of business effectively, and helping clients optimize their healthcare payment solutions are all key indicators of success in this role.

A typical day for a Healthcare Account Specialist at UMB involves engaging with clients and prospects, assessing their needs, preparing proposals, and working closely with various internal teams to ensure the seamless delivery of services. You'll spend time communicating with clients, strategizing on their needs, and providing ongoing support to foster positive relationships.

As a Healthcare Account Specialist at UMB, you can expect a comprehensive benefits package that includes competitive pay, paid time off, a 401(k) matching program, health and wellness programs, tuition reimbursement, and opportunities for career development. UMB is committed to the well-being of its employees, offering a diverse range of support programs.

Handling client complaints effectively is crucial. Start by listening actively to the client’s concerns, showing empathy and understanding. Once you have clarity on the issue, reassure them that you're committed to finding a solution. Utilize your knowledge of UMB's services to propose a practical resolution and follow up to ensure the client is satisfied.

Building relationships with clients requires a personal touch. Engage in regular communication, understand their specific needs, and tailor your approach based on their preferences. Setting up periodic check-ins and being proactive in offering support ensures that clients feel valued and understood.

Prioritizing client accounts involves assessing their needs and potential for engagement. Use tools like Salesforce to keep track of strategies and client interactions. High-value clients might need more attention, while smaller accounts can be scheduled for regular updates, ensuring that all clients receive the care they deserve.

In your response, highlight any relevant experiences from previous jobs, focusing on systems you've worked with—like HSAs or healthcare debit cards. Discuss how you contributed to improving client understanding and satisfaction regarding these solutions, emphasizing any achievements or positive feedback received.

Key skills for a Healthcare Account Specialist include strong communication abilities, a knack for problem-solving, and experience in relationship management. Providing specific examples of each skill in action can demonstrate your capability in managing accounts effectively. Highlight your industry knowledge and customer service skills as well.

Staying up to date with healthcare regulations involves regular review of reliable industry publications, participating in webinars, and joining relevant professional groups. You can also seek mentorship from seasoned professionals in the field to gain insights on navigating changes that affect your clients.

Empathy is essential in a client-facing role like the Healthcare Account Specialist position. It allows you to understand client concerns more deeply and ensures they feel heard and valued. Share specific examples where empathy helped you resolve issues, foster trust, and enhance overall client satisfaction.

When approaching a new client account, begin with thorough research to understand their needs and expectations. Schedule an introductory meeting to establish rapport and gather information. This approach sets the foundation for a positive relationship and enables you to tailor your services to best meet their requirements.

Tools like CRM software, such as Salesforce and Power BI, are invaluable in managing client relationships. They help you track interactions, analyze data, and streamline communication, allowing you to provide efficient service and proactively meet your clients' needs.

Success in client relationships can be measured by client retention rates, satisfaction feedback, and overall account growth. Additionally, tracking repeated business and referrals can provide insight into how effectively you are nurturing these relationships and delivering value.