Experience

Anthem

• United States
• Insurance
• 700 & Above Employee

• Sales Account Representative

  • Apr 2014 - Present

  Provides overall support for clients and responsible for retention of large local groups. Typical group size is 51 to 2,000 eligible or enrolled subscribers. Conduct meetings with group employees who have a choice of carriers and promote, sell, persuade and influence associates to enroll in our products. Primary duties may include, but are not limited to: Directs and manages the administration of contractual requirements and obligations. Manages the overall service for assigned accounts. Interfaces with operations to ensure smooth delivery of services and to problem solve in order to correct issues at the source. Maintains ongoing account relationships at multiple levels throughout the customer's organization, brokers and home office. Makes recommendations for improvements as needed to meet customers’ expectations. Provides both on-site and off-site customer service, which may include interpreting plan design, researching and resolving phone and written inquiries, resolving claims, benefit and enrollment issues. Coordinates open enrollment meetings and training sessions. Makes routine account visits. Responsible for projects outside the department on matters of significance with the authority to represent the department.

• Client Services Associate

  • Aug 2010 - Apr 2014

  A Client Services Associate performs customer service in a sales/account management environment. Responds to client issues via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, claims, etc. Follows appropriate policies and procedures. Researches and analyzes data to address customer service issues. Provides information and recommends solutions. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positively customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Provides external and internal customers with requested information. Provides superior, professional, and courteous service to clients. Under general direction, receives and places follow-up calls / e-mails to answer client questions that are non-routine and often require deviation from standard practices and procedures with the assistance of a computerized system. Handles situations, which may require adaptation of response or extensive research. Provides timely and accurate resolution of inquiries, issues, and adjustments regarding benefits, policies, contracts, etc.May assess and respond to customer needs and suggest alternative company services. Seeks, understands and responds to the needs and expectations of internal and external customers. Participates in customer service workflow projects. Demonstrates full competence/ mastery in own area of work. Makes significant contribution to work team. Is an independent problem solver and decision-maker. Works without significant guidance. Assists with training of staff. Performs other duties as assigned.