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HealthPartners/GHI Non-Union Non-Exempt Job Description JOB CODE: 129847 POSITION TITLE: Account Support Specialist DATE CREATED: LAST REVISED: August 2016 July 2018 DEPARTMENT: Sales REPORTS DIRECTLY TO: Manager, Sales Position purpose: New sales support: The position has accountability for supporting the large group new sales business process. The position works closely with Sales Executives to coordinate handling of proposal requests and facilitates timely broker and / or customer service. The position also has accountability for maintaining data integrity in the CARS CRM System and for facilitating transfer of technical sales information to Underwriting, Product Management, and other internal departments as needed. Existing customer support: The position works on a sales and service team to provide our customers and brokers with timely, exceptional customer service and has primary accountability for supporting the Account Managers on our current customers. The position also has accountability for partnering with the sales team on a number of one-time or ongoing projects that may be required to improve our service to our brokers and customers. These projects vary based on need, and often require working with numerous other departments as necessary. Required Qualifications: Experience and successful track record or working with insurance broker and solving clients' issues Strong knowledge of HealthPartners' and affiliate company operations College degree with course work in business, finance, insurance, or health related studies Strong oral, and written communication skills, including public speaking, and ability to handle sensitive customer issues in a professional manner Ability to coordinate and facilitate communications for multiple sales people and their corresponding books of business Ability to coordinate resolution of all customer inquiries and service issues in a prompt, professional and customer friendly manner Work with internal customers to satisfy external customers' needs and expectations Positive attitude, strong work ethic, and ability to work longer hours if necessary in the fall open enrollment seasonMust be able to thrive in a fast-paced and ever-changing environment and quickly adapt to change and innovation Strong ability to work independently on projects without direct supervision Strong organizational skills and and ability to manage multiple project assignments; ability to prioritize and meet customer deadlines Working knowledge of High Performance Selling principles Prior health insurance underwriting and/or sales support experience Strong financial / numerical aptitudeProficiency with computers: Outlook, Excel, Word, PowerPoint, CRM systemPrior experience in team environment Minnesota/Wisconsin life and health insurance licensure within three months of hire Execution of a non-competition agreement upon hire Accountabilities related to serving our existing customers: Manage day-to-day customer and broker service needs for the team you support. Work with various departments (Member Services, Membership Accounting, Claims, Network Management, and Product Management etc.) to resolve critical member issues in an expeditious manner. Assist the Account Managers with implementation renewal sales, any necessary set up and group paperwork like contracts, Group Data Form completion, CARS CRM system, etc. Assist the Account Manager with new sales small group submissions, including working with brokers and prospective customers to collect any missing data such as health history applications, wage and tax form clarification, employer applications, etc. While the majority of this position is internal sales support to our sales team, there is some external client facing work: Conducting open enrollment meetings and health fairs with employees Assisting the Account Manager and participating in occasional product/sales/services presentations, participating in insurance or benefits committee meetings, etc. Participat ng with the sales team at meetings with brokers on various topics throughout the year, such as broker forums, web demos, etc. Coordinate renewal proposal requests and assemble necessary data for Underwriting. Coordinate client reporting requests with internal Employer Reporting group. Coordinate the production of communication pieces. Coordinate group contracts and follow up on SPDs and ASAs. Actively participate in our Peer Learning sessions, and specifically learn the principles of our High Performance Strategic Sales approach Accountabilities related to project management: Work on independent projects as needed under the general direction of the sales management team Once projects are assigned, continue to work until complete, keeping your manager informed as to your progress. Participate in process improvement initiatives throughout the sales cycle Other duties as assigned Accountabilities related to the new large group submission process: Coordinate proposal requests from brokers, consultants and groups. Organize incoming data required for Underwriting for new group submissions Review submission for all required documents needed to quote the group. Accurately complete the Underwriting request form, benefit summaries, Mental Health Parity worksheet and other documents as needed for use by internal departments in a timely manner Coordinate any requested RFPs, including responses to questionnaires Support Sales Executives by facilitating follow up communication with external customers (i.e. brokers, customers, etc.) in a timely manner Support Sales Executives by facilitating communications with internal customers (e.g., underwriting, product management, claims, membership accounting, member services, etc.) to determine ability to meet client/broker needs Manage CARS and other system data input and maintenance Prepare proposals for delivery to broker and / or customer Assist Account Manager and Sales Executive with the implementation of new sales Coordinate delivery of member and employer communication pieces Work with Sales Executives to coordinate handling of critical account issues Support Account Managers on cross-selling efforts on existing accounts Provide back-up support for Sales Executive when appropriate Participate in process improvement initiatives throughout the sales cycle Follow HealthPartners' procedures, document and report progress as directed, and supply team with information necessary to function efficiently While the majority of this position is internal sales support to our sales team, there is some external client facing work: Conducting open enrollment meetings and health fairs with employees Assisting the Sales Executives and participating in occasional product/sales/services presentations, participating in insurance or benefits committee meetings, etc. Participating with the sales team at meetings with brokers on various topics throughout the year, such as broker forums, web demos, etc. Other duties as assigned. 129847ClientAcctSuptSpec.doc Page 3 of 3 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.