Client Services Consultant I - LBS

Client Services Consultant

The Client Services Consultant is the day-to-day contact for their assigned book of business. In addition to managing the relationship with each of their clients, the position is also responsible for contract renewals and retention. Externally the position may be responsible for broker/client meetings, open enrollment meetings and/or annual reviews. The position will assist the client with a variety of tasks to maintain the relationship and is also responsible for contract renewals.

Essential Primary Responsibilities/Accountabilities:

All Levels

• Defines and understands the strategy for each client and services assigned book of business through the efforts outlined below.
• Coordinates employee education meetings, as needed.
• Supports implementation efforts, as needed.
• Updates leadership on performance of account - client satisfaction, etc. Advises when client is in jeopardy and/or if legal implications may arise against Lifetime Benefits Solution (LBS).
• Responsible for maintaining detailed account and prospect history using a sales force automation program.
• Attends new and/or existing client meetings, as needed. Coordinates/Conducts on-site group informational meetings at client locations, presents annual/six-month reviews, annual renewals, product demos and other presentations as required to educate and service client.
• Maintains awareness of all implementation tasks through communication with the implementation coordinator and sales executive.
• Builds Team environment with sales representatives, Sales and Marketing management team, and Operations team to support client satisfaction and retention strategies. Utilizes all employee department and corporate resources as needed; and understands documents and forms necessary to perform tasks.
• Handles all renewal and RFP activity for existing clients in book of business.
• Works directly with clients/brokers to provide exceptional service, develop strategy and formulate recommendations for each client with objective of retaining assigned accounts.
• Works collaboratively with the designated dedicated service team to develop a proactive service strategy for each client to meet client expectations and are responsible for retaining assigned book of business.
• Serves in a consultative role to establish an appropriate comprehensive level of benefits for assigned accounts. Responsible for the provision of service solutions to accounts to ensure account satisfaction.
• Coordinates with assigned internal service team in monitoring status of ongoing activities, issues and deliverables to ensure accuracy, timeliness and quality customer service.
• Exercises high level of discretion and judgment in conveying policies and responsibilities to clients and in resolving client issues.
• Effectively manages time and schedules contact per account as determined by account needs and management.
• Explains and answers questions about the financial aspects of rate determination, renewal and underwriting to clients.
• Consistently demonstrates high standards of integrity by supporting the Lifetime Healthcare Companies' mission and values, adhering to the Corporate Code of Conduct, and leading to the Lifetime Way values and beliefs.
• Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
• Regular and reliable attendance is expected and required.
• Performs other functions as assigned by management.

Level II (in addition to Level I essential responsibilities/accountabilities):

• Responsible for larger book of business and larger and more complex customers.
• Ability to manage complex relationships involving group leaders, brokers/consultants, senior management and internal departments.

Level III (in addition to Level II essential responsibilities/accountabilities):

• Mentors level I/II Service Consultants.
• Takes a lead role on projects.
• Acts as manager in their absence.

Minimum Qualifications:

NOTE: We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.

All Levels

Level I

• HS Diploma is required.
• Minimum of two years of previous account management experience, healthcare sales, self-funded medical or related sales and service experience.
• NYS Life Accident and Health License is required within six months in the job.
• Thorough knowledge and expertise of plans/programs for all LBS business required within six months of hire.
• Knowledge of NYS and Federal regulations and requirements impacting the plans, preferred.
• High level of independent decision making, and time management required.
• Strong verbal and written communication skills including strong presentation skills.
• Demonstrated ability to effectively communicate with leadership and internal and external stakeholders.
• Demonstrates expertise in problem-solving skills necessary to accurately and efficiently resolve customer inquiries in an organized manner, resulting in superior accuracy and production levels, and retention of subscriber contracts.
• Ability to prioritize tasks, stay organized, and maintain a high attention to detail.
• Experience with the Microsoft Office Suite.
• Excellent public speaking skills.
• Demonstrated leadership skills.

Level II (in addition to Level I minimum qualifications):

• Three - four years of previous account management experience.
• Demonstrated ability to handle larger, more complex customer accounts and an ability to handle more complex products and lines of business.
• Mentors all levels of Line of Business Administrator.

Level III (in addition to Level II minimum qualifications):

• Demonstrated ability to handle largest and most complex customer accounts and an ability to handle most complex products and lines of business.
• Mentors the Level I and II members of the team.

Physical Requirements:

• Must have ability to travel independently on a regular basis.

At the Lifetime Healthcare Companies, we're on a mission to make our communities healthier, and we can't do it without you. We know inclusion of all people helps fuel our mission and that's why we approach our work from an I.D.E.A. mindset (Inclusion, Diversity, Equity, and Access). By activating all of our employees' experiences, skills, and perspectives, we take action toward greater health equity.

We aspire for our employees' interests and values to reflect the communities we live in and serve, and strongly encourage all qualified individuals to apply.

Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing an inclusive workforce, innovative thinking, employee development, and by offering competitive compensation and benefits.

Equal Opportunity Employer

Compensation Range(s):

Level I: Grade E1: Minimum $60,410 - Maximum $84,000

The salary range indicated in this posting represents the minimum and maximum of the salary range for this position. Actual salary will vary depending on factors including, but not limited to, budget available, prior experience, knowledge, skill and education as they relate to the position's minimum qualifications, in addition to internal equity. The posted salary range reflects just one component of our total rewards package. Other components of the total rewards package may include participation in group health and/or dental insurance, retirement plan, wellness program, paid time away from work, and paid holidays.