Strategic Account Manager II - Enterprise National Accounts

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Job Summary

The Strategic Account Manager is responsible for partnering with assigned account executive on all aspects of retention and growth for our National Accounts. Ability to work independently on the development and execution of client specific service strategy, partnering with account executive to meet or exceed renewal and growth objectives. Additional responsibility for the shared development and execution of strategic plans that drive penetration and retention within assigned book of business. Build and maintain productive internal working relationships with internal delivery partners including implementation, clinical, claims, customer service, analytics, etc. to ensure client satisfaction. This position acts as point of contact for client issues, leads implementations, develops, and deploys member communication and wellness strategies, and coordinates client meetings.

Essential Job Responsibilities:

• Retention and Penetration: Partner with Account Executive to develop and deliver client retention and growth strategies. Serve as clients primary contact in the delivery of day-to-day account service including member or claim issues, escalations and tracking and reporting of ongoing items.
• Assist in Strategy Development: Develops multi-year member communication plan to improve engagement in new/implemented products/services. Maintain understanding of client requests/strategy and articulates needs to internal constituents.
• Service Strategy and Delivery: Develop and execute internal and external service strategy; includes participating in client service meetings and identifying service Enhancement recommendations.
• Relationship Management: Partner with Account Executive in developing relationship with key client contacts including consultants and/or brokers and develops a comprehensive understanding of client. In person meetings and travel required.
• Renewal and Implementation Success: Lead implementation activities by collaborating and coordinating with internal partners to meet and exceed client expectations.
• Reporting: Maintain internal Sales & Account Management databases with account information and facilitate the development of reports to meet client needs and internal requests.
• Develop Account and Opportunity Plans: Partner with Account Executive in preparation of reports and documentation to identify innovative product solutions and cross-selling opportunities. Assist Account Executive with annual review, capabilities, and finalist meeting presentations.
• Industry/Marketplace Awareness: Maintain an understanding of HCSC products and services, healthcare reform, competitive landscape, and anticipate client needs.
• State General Lines Agent Life, Health, and HMO license or obtain General Lines Agent Life, Health, and HMO license within required time frame per state regulations.

Essential Job Functions:

• Under the guidance of Strategic Account Executives (SAE), learns how to build and cement strong client relationships that support long-term sales objectives.
• Partner with Account Executive in strategy for client retention and creating new opportunities for additional growth and product sales while providing day-to-day account service.
• Develops multi-year member communication plan to improve engagement in new/implemented products/services. Maintain understanding of client requests/strategy and articulates needs to internal constituents.
• Develop and execute internal and external service strategy; includes participating in client service meetings and identifying service enhancement recommendations.
• Partner with Account Executive in developing relationship with key client contacts including consultants and/or brokers and develops a comprehensive understanding of client.
• Maintain internal Sales & Account Management databases with account information and facilitate the development of reports to meet client needs and internal requests.
• Partner with Account Executive in preparation of reports and documentation to identify innovative product solutions and cross-selling opportunities. Assist Account Executive with annual review, capabilities and finalist meeting presentations.
• Act as point of contact for tactical issues/concerns and serve as liaison between the company and other principals in resolving inquiries regarding all issues of concern.
• Serve as primary back up to the Strategic Account Executive
• Responsible for responding to coordinating RFI/RFP request on behalf of existing BCBS Clients, Consultants and Brokers.
• Coordinate internal meetings to ensure there is a mutual understanding and agreement before the finalist meeting for an existing client.
• Responsible for tracking competing of client documents within BCBS, including but not limiting to; BAA, ASO Agreements, etc.
• Provide approvals on behalf of the client on documents including but not limited to, (account structure, ID Cards, reporting requirements, external, ABS/BPD if available; with the exception of the BPA/Stop Loss in IL).
• Responsible for completing/distributing external meeting minutes.
• Establish external status meetings between client and Implementation Team.
• Facilitate technical eligibility meetings for the purposes of file layout and self billing set up meetings.
• Responsible for working with Accounts Receivable and UW to establish BARS billing requirements and manage billing issues.
• Participate in securing data for transition of care and accums.
• Coordinate BAE Access and training for Employers.
• Participate and sign-off on account set up via Account Services Walkthrough
• Work with the Account Specialists on securing final account setup.
• Responsible for Prospective ID card sign-off and quality review.
• Coordinate the development of new benefit booklets with Contract Administration.
• Manage tracking and resolution of claim Issues (health, Rx, dental, life, disability).
• Manage eligibility Issues.
• Track issue completion of report requests, including BlueSTAR reports.
• Manage open issue logs.
• Leads and orchestrates member Open Enrollment and wellness strategies.
• Assist SAE in educating employees/members on the products and services BCBS provides.
• Help identify and forward to SAE relevant information, including news clippings, industry articles, and other published material to be shared with customer.
• May assist with training and mentoring staff and leading/assisting with special projects.
• Communicate and interact effectively and professionally with co-workers, management, customers, etc.
• Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
• Maintain complete confidentiality of company business.
• Maintain communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
• Partner with Account Executive in preparation of reports and documentation to identify innovative product solutions and cross-selling opportunities. Assist Account Executive with annual review, capabilities and finalist meeting presentations.

• Maintain an understanding of HCSC products and services, healthcare reform, competitive landscape, and anticipate client needs.

Required Job Qualifications:

* Bachelor degree and 3 years in Healthcare operations handling independent work OR 7 years of experience in Healthcare operations handling independent work.

* Possess current state general agent insurance license or obtain general agent insurance license within 90 days of starting in the role.

* Organization/project implementation skills.

* Verbal and written communications skills to work with customer representatives, customers, brokers and across internal departments.

* Knowledge of health insurance products and the industry.

* PC proficiency to include Word, Excel and PowerPoint.

* Analytical skills.

* Ability and willingness to travel, including overnight stays as needed.

Preferred Job Qualifications:

* Bachelor degree.

* Experience servicing accounts and working with brokers.

* Knowledge of salesforce.com or applicable sales database.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

Pay Transparency Statement:

At Health Care Service Corporation, you will be part of an organization committed to offering meaningful benefits to our employees to support their life outside of work. From health and wellness benefits, 401(k) savings plan, pension plan, paid time off, paid parental leave, disability insurance, supplemental life insurance, employee assistance program, paid holidays, tuition reimbursement, plus other incentives, we offer a robust total rewards package for employees. Learn more about our benefit offerings by visiting https://careers.hcsc.com/totalrewards.

The compensation offered will vary depending on your job-related skills, education, knowledge, and experience. This role aligns with an annual incentive bonus plansubject to the terms and the conditions of the plan.

HCSC Employment Statement:

We are an Equal Opportunity Employment employer dedicated to providing a welcoming environment where the unique differences of our employees are respected and valued. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other legally protected characteristics.

Base Pay Range

Exact compensation may vary based on skills, experience, and location.