Client Relations Coordinator

Are you looking for a dynamic position in a growing organization? Are you a people-person who thrives on cultivating new relationships and helping others? Do you want a fast-paced, team environment with room for growth? If so, VBA is looking for you.

As a full-time Client Relations Coordinator, you are responsible for being the first point of contact for Benefit Administrators, Brokers, and third-party agents to assist with phone calls, emails, chats and requests.  A Client Relations Coordinator successfully prioritizes higher level requests along with our Group Administration and EDI teams. This role includes making decisions about eligibility by assessing policy coverage and group contracts.  

ESSENTIAL JOB FUNCTIONS

• Work closely with Group Administration, EDI and Accounting departments as a first point of contact for benefit administrators, brokers and third-party agents by handling calls, emails, and chats
• Assist with creating ad hoc reports for the business (i.e., Data Dump of group enrollment)
• Provide outstanding service by being proactive and responsive to all broker, benefits administrator and partner communications
• Handle sensitive member PII and PHI and ensure HIPAA compliance
• Maintain, and create new, high-level relationships with brokers, clients and third-party agents through communications and self-driven touchpoint outreach
• Process Benefit Administrator Portal Access Forms and provide support to brokers, benefits administrators, and third-party agents on entering and editing enrollment using the Administrator portal
• Process manual enrollments (changes/adds/terms/Cobra)
• Support the Member Services and Provider Relations Teams in answering incoming member account questions
• Send copies of Group Insurance bills to benefit administrators
• Audit new group set ups in Claims
• Use document management technology (Content Server) for securing and storing documents through their lifecycle
• Onboard new Broker Agencies and Producers using PCRM for processing appointments and documents
• Work with Client Relations Supervisor to resolve client and account issues
• Complete projects as assigned by Client Relations and Claims Coordination Manager
• Perform activities and functions of related lower-level personnel as assigned or required

*The above statements describe the general nature and level of work being performed by individuals assigned to this classification. This is not intended to be an exhaustive list of all responsibilities and duties required of this position.

QUALIFICATIONS

• EDUCATION: Associate’s degree or equivalent work experience. Bachelor’s degree is preferred.

• WORK EXPERIENCE: At least 4 years of full-time customer service experience and 2 year of insurance enrollment experience in a healthcare field.
• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future.
• Must maintain a residence in Pennsylvania throughout employment.

KNOWLEDGE, SKILLS AND ABILITIES

• Build and maintain positive relationships both internally and externally
• Ability to work well with all levels of management and staff while maintaining a professional and diplomatic demeanor
• Proficiency in MS Office Suite – Word, Excel, Outlook and Teams
• Strong analytical, problem solving and decision-making skills
• Ability to work independently with minimal supervision or cooperatively as part of the team
• Ability to use resources to answer questions and solve problems
• Ability to maintain composure and perform duties at an elite level in high pressure situations
• Ability to tactfully deescalate difficult calls, emails and chats

• Considerable knowledge of insurance plan rules
• Ability to self-direct and make critical decisions that have a direct impact on business
• Effective organizational and time management skills to balance competing priorities
• Strong knowledge of policies and procedures related to release of information and HIPAA regulations
• Considerable knowledge and understanding of VBA contractual and administrative policies affecting claims
• Knowledge of appointing Broker Agencies and Producers
• Knowledge of using PCRM for processing appointments and documents

This is a remote position within the Pittsburgh, PA area.  In-office work may occur periodically based on business need.  Work is performed in a home office environment and may require:

• occasionally lifting 0 – 20 pounds.

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions described herein.  Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performing of their duties just as though they were actually written out in this job description.

Starting pay rate is: $43,000-$47,000/year

Full-time, permanent VBA employees receive an exceptional benefits package including:

• Health and Dental benefits with minimal employee contribution.
• Employer paid Vision, Short Term and Long Term Disability, and Life Insurance benefits. Vision plan offers generous allowances, no copays, and two materials per year for eligible employee and dependents.
• 401k employer matching up to 6% following six months of service, vesting after five years of service.
• Generous time off and leave package