Key Account Specialist

Key Account Specialist

locations

US Remote

time type

Full time

job requisition id

R5874

Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate’s supervisors are promoted from within the company. Join our award winning team!

2023 Awards:

National Customer Service Association All–Stars Award: Service Organization of the Year.

Stevie Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

Locations: Must be located within the Continental United States

Summary of Role:

Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests; serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system; provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner; identify and execute opportunities for up-sales with clients as applicable; as necessary attend client events to ensure personalized touch point opportunities.

Your Success

Health Advocate offers all work equipment and a comprehensive new-employee training program to help you develop the knowledge and skills that will set you up for success in your role and in supporting our members.

Invested in you

At Health Advocate, you’ll have the ability to pursue your ambitions and grow your career. We’ve got you covered with a total rewards package that includes Robust Medical coverage, as well as Dental & Vision benefits, tuition assistance, 401(k) savings plan with company match, paid time off (PTO), paid holidays, Employee Assistance Programs and Wellness Programs.

Pay Rate: Hourly rate starts at $20.00 per hour.

Hours/Shift: This position is full-time (40 hours/week) Monday – Friday.

Job Summary

Key Account Functions:
Responsible for implementation, communication, and maintaining a strong client relationship with assigned mid-level clients ensuring internal resources are available to accommodate client installations, changes, and reporting requests while adhering to corporate and departmental policies and procedures
Serve as the primary contact and liaison for the sales team and assigned mid-level clients to ensure smooth processing of client data uploads and installation into the core operations system
Perform critical information gathering and interpretation of data concerning client specifications about products, structure, billing, and eligibility
Act as a project facilitator between sales and the operations team and create and distribute implementation plans to ensure timely delivery of assigned client installation services
Responsible for assisting new assigned mid-level clients in regards to their installation questions and on-going operational support needs
Provide support to assigned mid-level accounts by responding to inquiries or resolving issues of concern, tracking resolutions of issues, and following up with other internal departments as necessary in a timely manner
Escalate issues to internal teams as necessary in order to ensure problems and concerns are addressed in a timely manner and coordinate the efforts of the other teams and relay the information back to client
Conduct proactive business reviews through analysis and interpretation of data and make recommendations to clients based on the findings of the review
Identify and execute opportunities for up-sales with clients as applicable
Ensure complete and accurate documentation of every client interaction in order to keep track of services being provided and provide internal teams a source to obtain information regarding client activities
Respond to client requests through a variety of channels (e.g., phone, email, chat, etc.)
As necessary attend client events to ensure personalized touch point opportunities
As assigned, prepare basic operations reports and aggregate operational survey results for clients
Client Relationships- Establish an excellent working relationship with clients, continuously striving to improve the business relationship and level of overall service West is providing
Proactively offer consultative advice to management, detailing how program may be enhanced
Ensure the unique needs of the client are understood and identify improvements needed to enhance business relationships, increase revenue, and exceed the client’s expectations

Perform quality review of services provided

Review trends and customer complaints to evaluate efficiency of work flow and current methods and procedures
Identify trends indicating the need to revise existing methods and procedures
Problem Resolution – Proactively oversee the activities involved in quality resolution of problems related to area of responsibility
Respond with a sense of urgency to problems escalated to employee’s level
Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided
Place the highest priority on providing quality service by ensuring the unique needs of internal/external customers are met
Ensure quality resolution and thorough and accurate documentation of issues
Provide analysis and feedback to management staff and appropriate departments regarding recurring problems, recommending improvements aimed at reducing future occurrences of problems
Participate in creating, administering, and continuously updating procedures for resolution of all related issues
Team Interface/Customer Service – Establish and maintain a professional relationship with internal/external customers, team members and department contacts
Cooperate with team members to meet goals or complete tasks
Provide quality customer service that exceeds customer expectations and improves level of service being provided
Treat all internal/external customers, team members and department contacts with dignity/respect
Escalate to supervisor any situation outside the employee’s control that could adversely impact the services being provided

Minimum Requirements Education
High School Degree or GED required
Associate’s degree from an accredited college or university with major course work in business administration, liberal arts, public health, healthcare management, or a related field preferred
Experience
Minimum of 4 year’s customer facing, client service, sales, operations, benefit administration, project management, or account management experience required, preferably in a healthcare or call center based environment
Minimum 1 year of experience utilizing a client relationship management tool (e.g. Salesforce.com) is required
Minimum 1 year experience with database system and file transfers preferred

Other
Intermediate knowledge of Microsoft Word, Excel, and Outlook required
Based on program may need to be bilingual in English, Spanish, etc.
Travel up to 10% may be required

Company Overview

Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.

Learn more

Health Advocate https://www.healthadvocate.com/site/

Facebook https://www.facebook.com/healthadvocateinc/

Video https://vimeo.com/386733264/eb447da080

Awards:

2023:

• National Customer Service Association All–Stars Award: Service Organization of the Year.
• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner

2022:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
• Excellence in Customer Service Awards: Organization of the Year (Small)
• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2021:

• Stevie Awards for Sales & Customer Service: Customer Service Department of the Year Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
• Stevie Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
• Best in Biz Awards: Most Customer-Friendly Company of the Year Medium and large category (Silver)

2020:

• National Customer Service Association All–Stars Award: Organizations of 100 or Greater, Runner-Up
• Communicator Award of Distinction: October 2019 Broker News
• MarCom Awards: Gold, COVID Staycation Ideas brochure
• MarCom Awards: Platinum, 2021 Well-being Calendar
• Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium category (Silver)

Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.

VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.

PAY TRANSPARENCY NONDISCRIMINATION PROVISION

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)