Scope of Responsibilities:  Oversee and manage workflow for the client support department which provides day-to-day support to ensure that the needs of ProAct clients and members are met.  Assist in the resolution of escalated client, member, and internal requests.  Works under direct supervision and follows standard procedures to accomplish assigned tasks.

Job Summary: This role is a “player-coach” in which you will have limited supervisor duties in addition to being setting the bar as a high performing Account Coordinator.   You will be expected to work perform the day-to-day functions of an account coordinator as well as liaison to management and other organization leaders.

Job Duties:

• Plan and manage workflow to ensure timely resolution of client requests.
• Lead regular meetings with all team members.
• Coordinate team member engagement in the support of overall client needs.
• Establish and track objective metrics for team’s overall performance.
• Establish and track objectives metrics for all Account Coordinators.
• Be an additional resource in escalation for all account coordinators.
• Provide ongoing development and training to team members.
• Mentor and facilitate the onboarding of any future Account Coordinators.
• Create as needed and oversee process improvement initiatives.
• Provide support to client facing team(s) and their day-to-day responsibilities.
• Perform quality assurance audits on a regular basis to measure client satisfaction.
• Respond to client and member questions and ensure their problems are resolved.
• Assist in the resolution of escalated customer service issues.
• Assist in the onboarding of new clients, including new group enrollments, group and member eligibility, benefit design, provider relations, and quality assurance of the products.
• Coordinate, maintain, and manage the distribution of monthly, quarterly, and annual management reports for PBM clients.
• Oversee and coordinate on-site resolution of customer service issues to clients.
• Oversee and coordinate on-site orientation to new PBM clients when necessary.
• Interface via all means of communication with various external business partners as needed for problem resolution.
• Responsible for the assessment, evaluation and implementation of technologies needed to maximize efficiencies within assigned departments.
• Assist in planning and implementing client educational forums and special events.
• Attend on-site client service meetings, employee orientation meetings and health fairs.
• Responsible for completing all mandatory and regulatory training programs.
• Perform other duties as assigned.

Education:

• Required: Minimum High School Diploma or GED
• Preferred: AS Degree or Higher in Business Administration, Marketing or related field.

Experience:

• Required: 2 years experience in Customer/Client Service
• Preferred: 2 years experience with Health Care, Insurance and /or Account Management

Special Conditions of Employment: 

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position

Job Requirements:

• Ability to lead a team
• Exceptional written and verbal communication skills.
• Advanced Microsoft Office skills, specifically Excel and Word.
• Valid drivers license

Compensation:

$23.00 per hour

The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience and education.  

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state and federal regulations as it pertains to minimum wage requirements.