Client Account Lead Analyst - Hybrid

About the Role

Key Responsibilities

• Manage a complex book of business, provide direction and support to junior professionals and monitor trends while developing and executing service delivery plans.
• Engage externally with clients and brokers to educate and inform on service capabilities, products and market level strategies. Provide the day-to-day service and build long-term relationships with clients and brokers.
• Attend geographically assigned local market client/broker meetings.
• Keep the account team and service leadership team well informed of account status and potential opportunities for expanded business.
• Develop and execute service improvement and recovery plans including proactive actions, collaborate with matrix partners, account teams to ensure we meet/exceed client expectations for assigned book.
• Perform root cause analysis and use data and insights to mitigate reoccurrence of issues.
• Coordinate the development and delivery of monthly, quarterly and annual reporting of book of business to ensure attainment of segment level results and service improvement plans.
• Serve as primary subject matter expert and support team training: enhance, maintain and facilitate the standard operating procedures related to service delivery.
• Utilize problem-solving skills to identify root cause and provide support for region across the segment and leadership on all issues and initiatives.
• Lead and/or participate in projects.
• Collaborate and partner with Tech Coaches, Trainers, Auditors & Compliance, leadership to ensure awareness of issues, elements/changes are infused in day-to-day processes and best practices are adopted.
• Influence service partners to drive consistency and best practices with the local market and across markets and segments.
• Demonstrate the ability to be proactive, anticipate needs with strong organizational and communication skills.

Requirements

• Bachelor's degree in a related field preferred or at least 5-7 years of related healthcare experience.
• Previous extensive Sales Operations Services, procedures, compliance experience strongly preferred.
• Experience working on a service support team, project team or as a business resource support for projects and initiatives preferred.
• Exceptional knowledge and technical understanding of the insurance industry, broker experience, HMO, PPO, POS, funding, compliance, contract and underwriting/rating systems, specifically using Excel and SFDC.
• Experience working with matrix partners, coaching others and with external customers is preferred.
• Strong communication and interpersonal skills (written, oral and professional presence).
• Ability to attend client/broker events locally with potential to travel.
• Internet connection through cable broadband or fiber optic with at least 10Mbps download/5Mbps upload speeds.

Nice to Have

• Experience working on a service support team, project team or as a business resource support for projects and initiatives.
• Experience working with matrix partners, coaching others and with external customers.

Qualifications

• Bachelor's degree in a related field preferred or at least 5-7 years of related healthcare experience.

Benefits & Perks

• Annual salary of $64,700 - $107,800 depending on experience and location.
• Participation in an annual bonus plan.
• Comprehensive health benefits including medical, vision, dental, and well-being and behavioral health programs starting day one.
• 401(k) with company match.
• Company paid life insurance.
• Tuition reimbursement.
• Minimum of 18 days of paid time off per year and paid holidays.