Senior Client Relationship Manager- West Coast (Pacific Time Zone)

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.

Wellfleet, a Berkshire Hathaway Company, seeks an experienced Senior Client Relationship Manager to support the Client Services team and Wellfleet Student Health block of business.

The Senior Client Relationship Manager (SCRM) is responsible for managing assigned client accounts on a day-to-day basis with the objective of ensuring client satisfaction goals are achieved. Acting as the liaison between Wellfleet and the customer, the SCRM must understand all aspects of the account. Including but not limited to benefits, regulations, eligibility, waiver and enrollment process, and student health center benefits, Wellfleet web dependence, reporting needs and analysis. The SCRM works with clients and brokers throughout the year to conduct proactive calls, site visits (which may include health fairs, new student orientations, etc.) as well as to manage client inquiries and claims questions. In addition, the SCRM provides clients with report interpretation/distribution and communication regarding enrollment and waiver process on Wellfleet’s systems. The SCRM must possess a strong strategic perspective and is responsible for the successful renewal of an assigned subset of accounts.

In this role, you will…

• Be responsible for building and maintaining good working relationships with clients, including insurance brokers, college administrators and representatives, and internal Wellfleet staff
• Manage accounts, including but not limited to, clients with larger premium volumes, higher enrollment numbers, and/or added service-level complexities
• Responsible for the coordination and monitoring of account-specific work products across Wellfleet internal departments (including but not limited to account management, claims, customer service, enrollment and accounting) to ensure quality execution of service and deliverables
• Responsible for client advocacy, encompassing an understanding of the client’s concerns, coordination and communication of a resolution that ensures we addressed to the client’s satisfaction, as feasible
• Provide required reports timely and accurately to clients and/or brokers based on predetermined schedules (i.e., monthly)
• Create flyers as needed and manage the coordination of brochures/policies, developed by Product Team, while ensuring timely distribution to client
• Conduct proactive outreach to clients through phone, email, and in-person meetings to ensure clients are aware of impending actions, process changes, or regulatory requirements that result in a change from an established practice, process, or benefit
• Maintain detailed knowledge of new and existing products by closely working with applicable departments
• Responsible for maintaining and updating the accuracy and validity of all account information in the appropriate location, such as Spartacus/MyClient, designated spreadsheets, Installation Checklists, or other resources as determined by the Manager of Client Relations
• Assist in the development and review of plan brochures
• Provide clients with all relevant information and training on Wellfleet’s suite of client tools and resources
• Handle inquiries from internal/external entities to analyze and problem-solve complex and escalated issues. Evaluate options and implement proposed solutions
• Maintain a high level, strategic perspective while negotiating renewal proposals with both internal and external partners
• Engage with client/broker to collect all account-level data necessary to successfully administer the account during the renewal implementation of an existing account
• Coordinate implementation across departments on all new and renewal business, ensuring all information and internal communications are updated
• Responsible for the successful renewal of an assigned subset of accounts
• Work with internal departments including Underwriting, Actuarial, and Sales to understand and communicate appropriate renewal proposals offered by Wellfleet
• Work in conjunction with Broker Relationship Manager or Strategic Relationship Manager on guidance and strategy for delivery of renewal
• Perform other duties as assigned.

We are looking for candidates with…

• Bachelor’s degree in business management, or a related field, and at least 4 years’ experience in the insurance industry, or equivalent combination of education and experience
• Possess and maintain an active and valid Accident, Health and Sales Producer license or have the ability to obtain required industry licensing before onset of the role 
• Demonstrated success in dealing with sophisticated clients, brokers/consultants, and other business partners involved in the insurance processing lifecycle
• Ability to understand, analyze and interpret health insurance policies, general periodicals, professional journals, technical procedures and government regulations
• Strong analytical and problem-solving skills with ability to identify complex problems and review related information to develop and evaluate options and implement solutions
• Demonstrated customer service excellence with the ability to build productive relationships with internal and external customers, resolve issues and build customer loyalty
• Outstanding attention to detail with the ability to problem-solve escalated client concerns
• Excellent presentation skills, along with excellent customer service soft skills
• Strong organizational skills, including thorough and complete follow-up to all time sensitive items
• Excellent written and verbal communication skills
• Possess a strategic perspective with strong negotiation skills
• Ability to build and maintain team-oriented, collaborative working relationships at all levels both internally and externally
• Proficient in MS Office Suite, specifically Word, Excel, PowerPoint, and Outlook.
• Results oriented
• Available for travel to attend college visits, including service calls, health fairs, and other meetings as necessary.

Why Wellfleet?

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open positions.

General:

Wellfleet is part of the MedPro Group family. As such, all Wellfleet team members are employees of MedPro Group Inc. We are an Equal Opportunity Employer. The annual gross base salary range is $70,000 to $90,000. This range anticipates the low and high end of the salary for this position. Actual salaries will vary and are based on factors such as a candidate’s qualifications, skills and competencies.  Salary is one component of Wellfleet’s total compensation and benefits package, which includes medical, vision and dental insurance options, life and accident insurance, 401(k), and short-term and long-term disability insurance. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers. #LI-KS1 #LI-Remote