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Senior Account Manager

Primary Location: Chicago, Illinois
Additional Locations: IL-Chicago
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Description:


bswift is currently seeking an experienced Senior Account Manager to
join our direct Client Services Team.





The Senior Account Manager (SAM) is directly responsible for helping
bswift meet and exceed client expectations by supporting consumers on our best-in-class
HR software and services.





Located in downtown Chicago, bswift offers software and services that
streamline benefits, HR and payroll administration for employers and public and
private exchanges nationwide. bswift’s state-of-the-art cloud-based technology
and outsourcing solutions significantly reduce administrative costs and
time-consuming paperwork, making life easier for administrators and millions of
consumers who enroll in benefits with bswift.





Fundamental Components:





Responsibilities:











The Senior Account Manager (SAM) will serve as the primary point of
contact to our direct clients, internal team members and partners by helping
implement and maintain client web sites. This individual will:











·
Help manage and provide technical guidance
through the implementation ofnew client
Web sites






·
Continually update sites as requirements change
each year or as often as needed (this includes benefit class matrix,
requirements document, rates, permissions, field options, site text and any
open items on questions log)






·
Test client sites for quality assurance; track
and monitor the resolution of issues






·
Leading a team to coordinate with other bswift
resources (product management, development, call center) to meet client
deliverables; including, but not limited to:






o
Creating Benefits Class Matrix, Requirements,
Rates, Permissions, Field Options, Site Text and Implementation Questions Log
with client (including client sign-off)






o
Configuring system as needed for annual benefit
program changes/acquisitions






o
Executing on non-automated service delivery
processes to satisfy scope requirements






o
Researching and resolving client inquiries
regarding system and process issues






o
Training clients on new and existing system
features and services (prepare and conduct technical/product presentations and
demo’s as required)






o
Testing new and existing system functionality to
ensure accuracy of client system configuration






·
Prepare and conduct technical/product
presentations, demonstrations and trainings (such as an open enrollment demo
for new/changing plans, site text, and release functionality changes, etc.)






·
Provide resolution of client issues by
responding to questions and concerns about the use of bswift products; ability
to leverage research to find resolution






·
Maintain thorough understanding of all internal
systems to respond to general and specialized client requests






·
Triage client tickets and/or questions (email
and voicemail) within 24 hours; maintaining
ownership from initial customer contact to call resolution which
includes supporting escalations if appropriate and providing customer updates






·
Look for and help drive continuous process
improvements/efficiencies by maintaining a thorough understanding of all
internal systems






·
Develop and implement fulfillment procedures






·
Lead and create agendas for client meetings (when
CRM is not available)






·
Coach and mentor other team members






·
Share new ideas and customer needs with bswift teams throughout all phases of product life
cycle






·
Manage workflow in the setup and maintenance of
carrier and payroll feeds






·
Assist in sales and marketing activities as
needed






·
Provide open communication to bswift customers
in a pleasant, professional manner with a can do attitude






·
Responsible for special projects as assigned




.

Background Experience:





Qualifications:











·
A Bachelor’s Degree from a four-Year College or
university; or equivalent combination of education and experience.






·
5+ Years of direct client and/or analyst
experience preferred






·
Solid Technical background






·
Must be proficient in Excel (VLOOKUP, Pivot
Tables, Basic Functionality)






·
Good written/verbal communication skills and the
ability to communicate with both technical and non-technical personnel; ability
to listen, clarify and respond well to questions






·
Ability to operate and make timely decisions in
an ambiguous, fast-paced atmosphere






·
Must be able to quickly sort through complex
subject material






·
Strong analytical skill-set and ability to
effectively use data for strategy






·
High level of productivity, reliability,
responsibility, attendance, dependability, organization and
accuracy/thoroughness






·
Ability to take initiative to meet challenges
with resourcefulness and new innovative approaches while maintaining a high
level of quality






·
Must possess a passion for teamwork, client
service and reaching business results through problem solving











Desired:






·
Experience with benefits administration / open
enrollment process





Potential Telework Position:
Yes

Percent of Travel Required:
10 - 25%

EEO Statement:
Aetna is an Equal Opportunity, Affirmative Action Employer

Benefit Eligibility:
Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Candidate Privacy Information:
Aetna takes our candidate's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests

Click To Review Our Benefits (PDF)

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