Account Specialist

Seattle, WA, United States

Join Our Team: Do Meaningful Work and Improve People’s Lives

Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.

Forbes ranked Premera among America’s 2023 Best Midsize Employers because we are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

The Account Specialist contributes to American Senior Resources success by coordinating and participating in the necessary activities to ensure sales, retention, and maintenance of new and existing business across Medicare and Individual lines of business. The Account Specialist is responsible for partnering with the New Sales and Account Management team to ensure that the documents, processes, procedures, systems, and timelines are met during sale and set-up. The Account Specialist furnishes personalized, proactive, preemptive, and reactive customer support and service ensuring ASR's clients and producers have a positive customer experience. The Account Specialist is expected to manage many complex transactions, must be comfortable with deadlines and have experience working cross-functionally. This role is generally assigned to Medicare and Individual clients and Producers that requires a higher level of customer interaction and service.

What you will do:

Identify and address customer's critical technical (escalations) and non-technical issues and coordinate necessary activities including educating the customer as needed on ASRs various tools and procedures.

Monitor customer's experience, identify potential problems and trends and work with the Sales Executives or Account Manager to ensure effective and timely implementation of the necessary remedies to ensure optimal customer experience. Assist with creation and delivery of root cause analysis reports on either product or process breakdowns as required.

Ensure that producer data submissions are accurate, complete and meets assigned deadlines. Responsible for maintaining business applications and systems to ensure timely, complete, and accurate reporting and process.

Researching and resolving producer and or group level service issues. Provide support to others within the team on more complex service issues, providing resolution and root cause analysis.

Provide backup for Account Manager/Sales Executive by responding to brokers, agents and members regarding benefits, underwriting guidelines, multiple lines of business and other miscellaneous information.

Maintain appropriate sales systems including account info, quoting business, generating proposals, renewal exhibits and accurate reporting.

Handling inbound and outbound calls to and from customers, listening to customers’ needs or issues and providing helpful solutions to their problems.

Assist with departmental and corporate projects on an as needed basis.

Attend or conduct employee meetings and/or benefit fairs.

May participate in system User Acceptance Testing for system enhancements.

Other duties as assigned.

What you will bring:

Associate degree or four (4) years of work experience in healthcare/insurance industry/customer service (Required).

Four (4) years of work experience which includes:

Two (2) years of experience in sales, benefit enrollment or benefit administration (Required).

Two (2) year of customer service experience (Required).

Possess or obtain and maintain an active Insurance Agent license within 60 days of hire. Candidate must remain appointed with Office of Insurance Commissioner or DOI if selected for hire (Required).

Knowledge of ASR and Premera carrier products, operations, policies, and underwriting guidelines

Experience with Medicare and/or Individual products strongly preferred.

Familiarity or knowledge of Premera products, Medicare and/or Individual lines of coverage, operations, policies, and underwriting guidelines. Strong written and verbal communication customer service skills.

Proven technology experience and analytical skills.

Demonstrated problem-solving, analytical and organization skills with experience working under time constraints in a high-volume environment.

Ability to work independently and or in collaboration with various departments and levels of personnel.

Ability to multi-task, solve problems with a strong attention to detail.

Experience with Agency Bloc, VUE, Bookings, Teams helpful but not required.

Proficient computer skills including Microsoft Office 365.

What We Offer

Medical, vision and dental coverage

Life and disability insurance

Retirement programs (401K employer match and pension plan)

Wellness incentives, onsite services, a discount program and more

Tuition assistance for undergraduate and graduate degrees

Generous Paid Time Off to reenergize

Free parking

Equal employment opportunity/affirmative action:

Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.

If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at [email protected] or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin .

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

National Salary Range:

$50,400.00 - $80,500.00

National Plus Salary Range:

$56,900.00 - $91,000.00

National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

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