Consultant Service Liaison

The Consultant Service Liaison functions as the primary liaison to consultants/brokers, sales teams, and operational partners to deliver a seamless and consistent account management service experience.

Responsibilities

• Role is the service experience liaison to Consultants/Brokers, Sales and Operational teams (focus is on Segment 2)
• Responsible for account management and maintenance reports (i.e., dependency listings, medical and Rx impact reports, etc.) related to service issues.
• Monitors and tracks overall channel service experience for segment by reviewing reports from ServiceNow, and open items within BCC and CSA teams, etc.
• Proactively meets with operational and customer service management to discuss and identify service trends and drive resolutions. Proactively provides and presents service overview reporting and insights.
• Participates in customer implementation calls. Responsible for managing and tracking open items to ensure items are brought to closure. Follows up on open items to ensure closure and sees the process through from start to finish. Provides progress status updates to sales, customer, and broker/consultant.
• Liaison with Broker Care Center and Client Service Advocate teams
• First point of escalation for Account Support Representative on complex service issues.
• Responsible for granting access to capabilities such as Employer Portal. Maintains extensive knowledge of capability access processes.
• Relieves Account/Sales Rep/AAE of account specific administrative or operational duties tasks in order for Account/Sales Rep/AAE to be in field developing and/or retaining accounts/selling new business.
• Provides administrative and operational support to the Account/Sales Rep/AAE in completion of all external customer service issues such as resolving billing, enrollment, claims issues submitting SNOW tickets
• Acts as liaison between Account/Sales Rep and other segment teams to resolve outstanding issues.
• Primary point of contact in sales for all operational and service issues.
• Develops relationships with consultants, brokers, customer, clients. Responds to inquiries on issues that are more complex.
• Assists with preparation of enrollment materials and administrative follow-up with accounts.
• Utilize or develop tracking mechanisms/tools of issues to monitor/identify trends & works closely with departmental management to ensure steps are in place to mitigate repeat issues.
• Completes administrative/operational tasks in an accurate and timely manner, sees all issues through to closure.
• Assists with various aspects of open enrollments such as a health fairs, consultant/broker meetings as needed.
• Requests SBC, booklets, contracts,
• Responsible to travel to local Consultant / Broker locations
• Performs additional duties and special projects as required
  
  

Qualifications

• Bachelor’s Degree in Business, Marketing or related field or equivalent work experience required.
• A minimum of three – five year’s experience in a business service environment required. Preferably, Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania
• Ability to identify trends and work to address root causes to prevent future issues.
• Ability to present / report out findings, recommendations and solutions to management, and to external stakeholders.
• Excellent communication skills – both written and verbal providing clear, concise and customer-focused responses and interactions to internal and external stakeholders.
• A comprehensive knowledge of Independence products, benefits, and internal policies and procedures preferred.
• Strong time management, organizational, and communications skills as well as the ability to work independently on multiple tasks in a highly visible environment are required.
• Excellent interpersonal skills and ability to interface with multiple levels of internal and external clients is required.
• Proven ability to identify and resolve a problem or issue and offer a resolution.
• Detail oriented, able to track multiple tasks, strong follow-up skills
• Demonstrated ability to work in a fast paced, high-pressure environment is required.
• Ability to work collaboratively across multiple operational areas and within segment team
• Must be proficient with Microsoft Office products including Excel, Word, and PowerPoint.
• Must have reliable access to transportation – position may require travel to client / consultant/ broker’s office. (local Phila 5-county)
• Preferred -- possess active PA State Accident & Health license.
  
  

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey or Pennsylvania

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.

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