PacificSource Health Plans Client Service Representative - PSA TPA in Portland, Oregon
Responsible for the service and retention of PacificSource Administrators clients (FSA, HRA, TRN, COBRA, and Premium Administration). Build positive customer relationships through the promotion, education, and service of company products and services and developing consultative relationships with agents and employers. Support the broader PacificSource mission.
Work with sales team to deliver ongoing service of an assigned block of client groups.
Work with employers and brokers who contact PSA directly to handle concerns, issues, and problems through to completion.
Act as liaison between employers, plan administrators, agents, and PSA administrative departments.
Track, record, and prepare written reports regarding problems, areas of needed improvement, and distribute them, as appropriate, to the group file, affected PSA departments and staff, group’s agent, and Operations, Sales & Service Manager.
Establish proactive, strategic, value added service and regular contact with client groups. Provide reports, compliance consultation, and opportunities to streamline service and increase member satisfaction.
Maintain contact database with history records and follow-up appointments.
Assist with the renewal process. Review client’s plan(s) for needed changes, updated documents, etc. Review rates for accuracy and appropriateness. Look for opportunities to sell or provide added services. Look for opportunities to increase automatic claims processing and web utilization, Benny Card utilization, provide electronic billing, or introduce other efficiencies.
Provide timely follow up with agents and employer groups regarding renewals based on established renewal dates.
Work with Sales and Client Service associates to scrub renewal set-up forms and documents for completion and accuracy and follow-up on missing information.
Manage expectations and communicate the renewal implementation process and timetable.
Complete renewal tracking reports and worksheets.
Determine and record reasons for terminations and relay the information to the Operations, Sales & Service Manager.
Manage education and enrollment information delivery to new and renewing groups via enrollment materials, web-based information and tutorials, presentations – either live or via webinar, utilizing PowerPoint when appropriate, and group level introduction and administration training.
Assist Sales Team with new business submission and implementation as needed.
Provide cross training and mentoring of other employees via regular staff meeting reports, training opportunities as assigned by the Operations, Sales & Service Manager, and one-on-one mentoring.
Meet department and company performance and attendance expectations.
Perform other duties as assigned.
Work Experience: Minimum of three years’ related work experience in a professional environment. Health insurance or producer experience, specifically with FSA, HRA, TRN, POP, and COBRA experience preferred. Solid customer service experience is required.
Education, Certificates, Licenses: Requires AA/AS in Business or related field; or equivalent combination of education and experience. BS in Business Administration or related field is preferred. Current Life and Health license (or eligible to earn license) as a Life & Health Insurance Sales Producer preferred.
Knowledge:Intermediate knowledge/skill level with use of Microsoft Office programs. Knowledge of PSA/PacificSource products and services, the competitive environment, and applicable laws and regulations. Ability to provide expert guidance on applicable IRS and COBRA regulations and teach continuing education courses. Knowledge of the mission of PSA/PacificSource Health Plans. Timely and accurate response to client needs and requests. Responsible to represent the entire staff in the marketplace through expertise, reliability and professionalism. Knowledge and ability to be self-directed and organized to effectively service clients and facilitate back-up by colleagues. Experience with office management and employee relations.
Building Customer Loyalty
Building Strategic Work Relationships
Contributing to Team Success
Planning and Organizing
We are committed to doing the right thing.
We are one team working toward a common goal.
We are each responsible for our customers’ experience.
We practice open communication at all levels of the company to foster individual, team and company growth.
We actively participate in efforts to improve our communities-internal and external.
We encourage creativity, innovation, continuous improvement, and the pursuit of excellence.
Environment:Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately 50% of the time.
Physical Requirements:Stoop and bend.Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.
Disclaimer:This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.
PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.