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COBRA & Direct Billing Account Manager

Primary Location: Grand Rapids, MI
Additional Locations: MI-Grand Rapids
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Description:
The Billing Services Account Manager is bswift's point of contact for clients who contract with the bswift Billing Services department products: COBRA, Retiree, LOA/Leave of Absence and/or other direct billing. billing clients and the owner of assigned accounts responsible for ensuring the timely and high quality completion of all activities and communications required to maintain compliant plans and to create raving fans.

You will be the primary point of contact with assigned clients related to their outsourced benefit billing services, anticipating and fulfilling their needs in order to exceed their expectations. You will own quality and timeliness of all processes and communications for your assigned accounts as required to maintain a compliant plan and a delighted client.


Fundamental Components:
  • Acquiring rate, plan, division and other plan information and maintain data in the billing system as requirements change.
  • Proactively identify, research, and correct discrepancies between the bswift Enrollment and Billing systems.
  • Ensure all processes are completed on time and correctly, including file loads, new plan and rate acquisition and information required to support new entities acquired by our clients.
  • Be accountable for ensuring a timely and high quality Open Enrollment for billed member populations.
  • Ensure any custom processes agreed to with clients are fulfilled as expected.
  • Identify potential or actual problems and ensuring their resolution prior to negative customer impact.
  • Ensure all reporting and payments made to assigned clients are accurate and timely.
  • Support account coordinators and ensure the timely and high quality completion of their work done to support your accounts.
  • Triage client tickets and/or questions (email and voicemail) within 24 hours; maintaining ownership from initial customer.
  • Assist call center reps and account coordinators with escalated calls, taking responsibility for the call where appropriate to ensure client satisfaction.
  • Fully understand COBRA regulations and ensure plans remain fully compliant.
  • Research and respond to appeals, complaints, disability extension requests and other specialized communications from clients or participants.
  • Know internal processes and systems and proactively identify and drive continuous improvement of quality and efficiency.
  • When issues occur, get to the root cause of the problem and take action to ensure it is resolved.
  • Plan and execute testing of changes in Enrollment and Billing systems to ensure quality prior to implementing with clients.


Background Experience:
  • 3+ Years of direct client and/or analyst experience preferred
  • Must be proficient in Excel (VLOOKUP, Pivot Tables, basic functionality)
  • Strong 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.


Additional Job Information:
Product specialist for system tools.

Required Skills:
Sales - Knowing Customers, Service - Handling Service Challenges, Technology - Leveraging Technology

Desired Skills:
Leadership - Driving a Culture of Compliance, Service - Creating a Differentiated Service Experience

Functional Skills:
Customer Service - Customer Service - Plan Sponsor - Eligibility - Traditional, Customer Service - Customer service - retail environment, Customer Service - Customer service - transaction based environment

Technology Experience:
Desktop Tool - Microsoft Outlook, Desktop Tool - Microsoft Word, Desktop Tool - TE Microsoft Excel

Potential Telework Position:
No

Percent of Travel Required:
0 - 10%

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

Benefit Eligibility:
Benefit eligibility may vary by 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 for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

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