JOB SUMMARY:

As a key liaison between Account Executives, clients, and internal operations, the Account Coordinator ensures a best-in-class concierge experience for groups and brokers. Acting as the front-line resource of client programs, this role manages both urgent and ongoing requests, overseeing resolutions from start to finish while ensuring programs operate at the expected level.

The Account Coordinator plays a critical role in maintaining a high-touch stakeholder experience, guiding clients through organizational and situational complexities. They research issues, identify root causes, and connect internal teams to drive timely and complete solutions for a variety of client service needs, including but not limited to, enrollment, billing, reporting, portals, and other day-to-day administrative tasks. Additionally, they support all member engagement and education efforts to ensure members understand and maximize their benefits.

PRIMARY JOB RESPONSIBILITIES:

• Responding to incoming requests from internal and external stakeholders in an efficient and timely manner, always demonstrating a commitment to customer excellence
• Proactively researching and managing issue resolution from problem identification through completion
• Maintaining, logging and accurately documenting details of steps taken to complete tasks toward issue resolution
• Providing timely communication and updates to key stakeholders
• Collaborating with internal teams when assistance or expertise is needed
• Identifying opportunities for improving our workflows and resources
• Escalating challenges immediately to relevant team members to ensure the continuous improvement of the stakeholder experience
• Supporting account satisfaction by resolving service issues and leveraging all available resources within the organization
• Contributing toward the overall retention and growth of the Large Market Client Service business segment
• Delivering excellent customer service by developing and maintaining close working relationships with assigned groups and brokers
• Preparing all renewals by researching product options, conducting research, data analysis and provide alternative options for customer satisfaction
• Improving customer relations and satisfaction by conducting benefit talks, enrollment meetings, and fairs when necessary
• Preparing contracts, benefit summaries and other materials for product changes
• Supporting special projects and initiatives as needed
• Other duties as assigned.

JOB QUALIFICATIONS:

Required:

• Bachelor’s degree or equivalent experience preferred.
• 2 years job-related experience
• Well organized and proven effective written and oral communication skills, including presentation skills
• Strong PC skills in word processing and database (Microsoft Office)
• Demonstrates a basic working knowledge of insurance products, underwriting guidelines and financial arrangements
• Required to attend additional training as requested/deemed necessary

Preferred:

• Knowledge of employee benefits (specifically dental) and underwriting is a plus.

PHYSICAL DEMANDS:

• Incumbent must be able to communicate effectively.
• Ability to operate personal computer and related technologies.
• Incumbent works primarily in a remote environment or a private or shared office environment.
• Ability to work in a traditional professional office setting/remote environment.
• Work schedule may vary and is determined by project schedules.
• Ability to travel as projects dictate.
• Ability to efficiently operate all job-related office equipment.
• Ability to communicate via telephone and work in virtual teams.
• The office environment is active with high voice levels and interruptions that may challenge hearing and concentration.

The target hiring range for this role is $73,015 - $85,900 (Annually). The starting base salary will be determined based on skills, experience, and other job-related factors. In addition, our total rewards package includes medical, dental, and vision plans; generous time off including PTO, short and long-term disability insurance and a competitive 401(k) savings match including financial planning workshops. See our Careers Page for more information.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform this position.

** In accordance with Delta Dental of Massachusetts’ Compliance Plan, all employees must conduct Delta Dental of Massachusetts business and activities in accordance with applicable laws, regulations, professional standards, and ethical standards and report potential compliance or ethical issues to Delta Dental of Massachusetts’ designated Compliance Officer. **

Delta Dental of Massachusetts’ Affirmative Action Program affirms our commitment to make reasonable accommodations for known physical or mental limitations of otherwise qualified individuals with disabilities or special disabled veterans unless the accommodation would impose an undue hardship on the operation of our business and activities. Please see Human Resources for additional information regarding this program.