How Is This Role Important to Our Work?

This position is responsible for retaining key major and national accounts through service and administration excellence. The position achieves results by developing deep and broad relationships with clients and acting as a customer advocate within Blue Cross driving operational effectiveness and execution of the account strategic business plan. In partnership with the account managers, this position obtains benefit confirmation and renewal decisions from clients to ensure "call, claim, and access to care readiness" by effective date. Typically involved in new account implementations.

A Day in the Life:

• Develop strong, trusting relationships with the client to ensure loyalty and retention.

• Achieve financial success of account performance by tracking margin reports, billing statement, and enrollment. Help identify areas of opportunity, and work collaboratively with BCBS departments to ensure operations and underwriting effective financial reporting.

• Help operational success by identifying areas of concern and managing cross-functional recovery and prevention initiatives in areas such as claims performance, IT implementations, care management, and customer service. They are then expected to use those successes across the market segment with their colleagues.

• Implement new clients as assigned; new products as sold; new member populations as acquired; and legislative requirements as delivered.

• Be responsible for coordination with membership, benefit set-up, contracts, service, claims, auditing, health management, provider management, Select Account, pharmacy manager, IT, outside vendors, etc.

• Manage specific projects on behalf of customers including researching, developing and negotiating solutions. Influence client to drive efficiency and profitability. Ensure accuracy of legal documents such as Summary Plan Description, benefit design agreement and exhibits.

• Primary accountability for client administrative and operational reporting. Work with account reporting and principal account manager to analyze spending trends and draw productive conclusions.

• Drive effective member communication strategy and delivery, including client collateral mailings, welcome packets, resource guides, specific member mailings, open enrollment meetings, health fairs, etc. Co-manage and drive for growth opportunities including coordination and completion of RFPs, completion of geo access, and disruption analysis. Communicate network changes and provide analysis of alternative network providers.

• Represent major and national accounts in internal work groups. Drive for resolution and advance progress for key operational performance.

• Represent the voice of the customer in communicating client expectations to internal work groups. Makes on-site presentations to existing clients to educate and inform.

• Mentor new or lower-level Client Advisors.

Nice to Have:

• Bachelor's degree.

• Knowledge of Blue Cross and affiliates products.

Required Skills and Experiences:

• 5+ years of related professional experience. All relevant experience including work, education, transferable skills, and military experience will be considered.

• 3 years of health plan work experience in account management/account services/sales, or other areas requiring significant customer interaction and ability to effectively problem-solving issues to resolution.

• Possess and maintain a valid MN Resident Producer License in the lines of Life & Health/ Accident in good standing within 60 days of employment.

• Strong analytical, problem identification and resolution skills as these pertain to benefit plans.

• Demonstrated success in negotiations and ability to influence internal/external constituencies.

• Strong written and verbal communication as well as attention to detail.

• Ability to understand customer expectations and necessity for speed resulting in the ability to influence the organization to meet and exceed customer expectations.

• Strong written, oral and presentation skills. Ability to communicate with external clients.

• Ability to establish matrix partnerships and follow through on expectations.

• Proven success in influencing internal and external partners to achieve desired outcomes.

• Ability to train and mentor team members.

• Overnight travel as required.