Purpose of Position:

To support account management ticketing from our broker partners and our internal W&B staff.

Account management ticketing includes, but is not limited to, provider/RX search, claims, processing eligibility, policy changes, research, and online enrollment support.

Position may require mandatory overtime during months of heavy volume.

Essential Functions:

Account Management Ticketing

• Establish and maintain strong professional relationships with carrier service teams
• Act as liaison between agency/group and carriers to resolve all service requests, including but not limited to billing inquiries, claims, eligibility, renewal processing, and customer service requests as defined in Standard Operating Procedure (SOP).
• Ensure that acknowledgment, status updates, and follow-up outreach happen in the turnaround defined in the Standard Operating Procedure (SOP).
• Detailed notes, emails, tasks, and phone call details should be logged in a Salesforce ticket as defined in the Standard Operating Procedure (SOP)
• Conduct thorough Provider/Rx searches and network analyses.
• Proficiently know carrier partner support resources, including carrier portals and service teams available

Online Enrollment Ticketing

• Be proficient in tickets for a demo, loading, quality assurance, and support for tech ticketing
• Follow defined SOP, including turnaround time, for loading and quality assurance for tech ticketing
• Assist in projects needed to maintain information on online enrollment vendors, including, but not limited to, rate/document library updates.
• Establish and maintain partnership relationships with vendor support teams and be familiar with available support resources
• Use Subject Matter Expert knowledge of benefits technologies and critical thinking skills to accurately respond to internal and external customer inquiries
• Act as liaison between agency/group and vendor to resolve service requests, including but not limited to training needs, integrations, and escalated needs.
• Participate in review, testing, and feedback for new tech team vendors and current vendor enhancements
• Report any ticketing errors or escalations promptly to the Team Lead and Director of Account Management

Online Enrollment Eligibility Ticketing

• Follow SOP to process eligibility, demographic, and open enrollment changes on behalf of the agency within the online enrollment vendor.
• Onboard new groups to Eligibility service model including reviewing Ease, Employee Navigator, updating Salesforce, and updating internal tracking guides.
• Assist in preparing agency reports on ticketing and current Eligibility groups as requested
• Attend meeting with agency partners to review ticketing and feedback as requested

Renewal Support

• Prepare ADPIA renewal report on a monthly basis with delivery to the Director of Account Management
• Gather renewals from major medical carriers within 60 days of renewal as defined in SOP.
• Prepare a spreadsheet to include renewal percentage increases as defined in SOP.
• Monitor renewals@wordandbrown.com and support requests for renewals

Ticket Scrubbing

• Preparation and scrubbing of tickets submitted via email or Salesforce as defined in SOP.

Salesforce:

• Keep all ticketing information accurate and up-to-date in Salesforce, including ticket status and email/telephone correspondence tracking

Office Administration

• Ensure company payroll guidelines are followed in reference to timesheets and PTO
• Assist with special projects as needed.
• Follow security protocols to ensure all data is secured and HIPAA compliant.

Miscellaneous:

• Develop and maintain collaborative working relationships with internal contacts, including underwriting, sales, compliance, and finance.
• Collaborate with leadership on development and updates on Standard Operating Procedures (SOPs).
• Respond to inquiries from clients professionally and within timeframes assigned.
• Support training needs for new team members as requested by leadership
• Report any ticketing errors or escalations promptly to the Team Lead, Supervisors, and/or the Director of Account Management

• On-site or remote regular attendance and punctuality are essential functions of the job.
• Perform other business tasks or functions as assigned.