What are the responsibilities and job description for the Account Manager position at Delta Dental of New Jersey and Connecticut?
Who are we?
Delta Dental of New Jersey and Delta Dental of Connecticut are proud to be leaders in the dental insurance industry, offering a wide range of plans to meet the needs of individuals and employers alike. As New Jersey’s largest dental coverage provider, we are committed to delivering high-quality, cost-effective solutions designed to meet the diverse needs of our customers and our team is growing.
In Connecticut, Delta Dental of Connecticut, Inc. provides fully insured dental coverage, while Delta Dental of New Jersey administers self-funded dental benefit programs. We proudly serve over 1.7 million individuals through more than 1,800 groups, including commercial, school board, and government programs.
Since 1969, Delta Dental has been at the forefront of innovation, offering programs that control costs while ensuring the highest level of benefits.
As a member of the national Delta Dental Plans Association, we provide national dental coverage to over 75 million people across 139,000 groups. Our commitment to excellence is reflected in our prestigious Standard & Poor’s “A ” rating for financial strength. Join us and be a part of a trusted company with a rich history of delivering quality dental benefits to millions.
In addition to a great culture, we offer excellent benefits including medical, dental, Rx and vision, matching 401k, enhanced tuition reimbursement, and generous time off to recharge. We value our associates and support everyone with learning and development, active wellness and diversity initiatives, and even paid time off to volunteer at causes that you care about.
Job Summary
This position requires a highly motivated, detail-oriented individual with superb analytical, negotiation and communication (both oral and written) skills. The individual must be able to cultivate and grow relationships with both internal and external business partners. The individual must be willing to clearly identify the needs of both company associates and the client.
The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction and retention of profitable business. The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Account Manager should build relationships with clients and brokers to encourage new and repeat business opportunities.
Essential Functions & Responsibilities
Client Relationship Management
DDNJ Competencies
Accountability
Adaptability-Flexibility
Communication
Customer Focus
Listening
Negotiation
Problem Solving-Analysis
Negotiation and Influencing
Collaborative Process-Teamwork
Dependability
Knowledge, Skills & Abilities
Technical and Functional
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position will be considered.
Experience Required
Delta Dental of New Jersey and Delta Dental of Connecticut are proud to be leaders in the dental insurance industry, offering a wide range of plans to meet the needs of individuals and employers alike. As New Jersey’s largest dental coverage provider, we are committed to delivering high-quality, cost-effective solutions designed to meet the diverse needs of our customers and our team is growing.
In Connecticut, Delta Dental of Connecticut, Inc. provides fully insured dental coverage, while Delta Dental of New Jersey administers self-funded dental benefit programs. We proudly serve over 1.7 million individuals through more than 1,800 groups, including commercial, school board, and government programs.
Since 1969, Delta Dental has been at the forefront of innovation, offering programs that control costs while ensuring the highest level of benefits.
As a member of the national Delta Dental Plans Association, we provide national dental coverage to over 75 million people across 139,000 groups. Our commitment to excellence is reflected in our prestigious Standard & Poor’s “A ” rating for financial strength. Join us and be a part of a trusted company with a rich history of delivering quality dental benefits to millions.
In addition to a great culture, we offer excellent benefits including medical, dental, Rx and vision, matching 401k, enhanced tuition reimbursement, and generous time off to recharge. We value our associates and support everyone with learning and development, active wellness and diversity initiatives, and even paid time off to volunteer at causes that you care about.
Job Summary
This position requires a highly motivated, detail-oriented individual with superb analytical, negotiation and communication (both oral and written) skills. The individual must be able to cultivate and grow relationships with both internal and external business partners. The individual must be willing to clearly identify the needs of both company associates and the client.
The Account Manager serves as the primary business contact for assigned clients and is responsible for client satisfaction and retention of profitable business. The Account Manager is expected to consistently provide excellent customer service to accounts, as well as represent client needs and goals within the organization to ensure quality. In addition, the Account Manager should build relationships with clients and brokers to encourage new and repeat business opportunities.
Essential Functions & Responsibilities
Client Relationship Management
- Develops and maintains mutually beneficial relationships with assigned customers and/or producers to maximize retention of existing business and growth of new opportunities.
- Conduct annual or semiannual business review meetings with groups and brokers that include Delta Dental’s standard group utilization report package, Dental Action Report, and other relevant Delta Dental updates and materials.
- Consult with group or broker on proactive promotion of wellness and the benefits of good oral health by partnering in wellness initiatives.
- Serve clients by responding to client, broker, or consultant inquiries.
- Participate in the final stages of a new business sale to facilitate the account service and management relationship.
- Works in collaboration with assigned Sales Executive to identify opportunities and add additional products including Voluntary Retiree, Vision, and other future ancillary products as they become available.
- Identifies self-insured renewal opportunities that are candidates to convert to a Shared Savings arrangement.
- Promote Delta Dental services and online tools.
- Collaborates with Underwriting to implement an ongoing, proactive renewal strategy. Manages the renewal process to achieve targeted renewal increases. Ensures successful and profitable continuation of the client’s business.
- Proactively manages and owns existing formal client RFP requests.
- Works in collaboration with assigned Sales Executive on formal RFPs that include the opportunity to add additional subscribers (due to acquisition, new class of employees etc.).
- Manage existing group renewal RFPs and adding lives opportunities while keeping Sales Executive, and Assistant VP informed of progress.
- Participate in Large and Jumbo implementation meetings with new clients as requested.
- Participate with Sales Executive and Client Service Coordinator in the successful onboarding of new groups to ensure new groups are installed according to requirements within the specified time frame.
- Act as the liaison to appropriate Delta Dental staff to help resolve claim concerns, to address eligibility submission issues, to assist with delinquent dues collection, and to provide information on Delta Dental products.
- Attend open enrollment and benefit fairs as needed.
- Monitor group accounts to identify potential problems and work with functional areas proactively to avoid or resolve issues.
- Offer alternative solutions within Delta Dental’s established processes while meeting the group’s needs.
- Track and follow up on problems and concerns, to ensure they are resolved.
- Escalate issues to the appropriate level when necessary.
- Assist operational areas responsible for eligibility, underwriting, pre-funding arrangement, and billing and collections of group premiums to avoid payment delinquencies when the billing department is unsuccessful in resolving issues.
- Provide consistent updates into the CRM system on all important client or business information obtained.
- Utilize CRM system to enter and document workflow requests.
DDNJ Competencies
Accountability
Adaptability-Flexibility
Communication
Customer Focus
Listening
Negotiation
Problem Solving-Analysis
Negotiation and Influencing
Collaborative Process-Teamwork
Dependability
Knowledge, Skills & Abilities
Technical and Functional
- Strong ability to provide exceptional customer experience
- High level of maturity and expertise in business, financial, strategic and organizational planning
- Ability to develop customer/broker knowledge and execute and build effective relationships
- Strong negotiation, influencing and selling skills
- Strong organizational skills and ability to handle multiple priorities in a fast-paced environment
- Excellent concise and accurate verbal and written communication skills that demonstrate a commitment to service excellence
- Strong collaboration skills and ability to succeed in a team environment
- Leadership and facilitation skills
- Attention to detail and strong analytical skills
- Ability to solve problems and make decisions independently
- Keen perspective & judgment skills
- Proficiency with CRM (i.e., Salesforce) and MS Office Suite
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to sit and perform extensive close keyboard and PC work
- Ability to walk, talk or hear
- Occasionally required to stand and reach with hands and arms
- Ability to operate motor vehicle and travel to meet business needs/visit clients and brokers
- Travel throughout assigned territory and/or tri-state area including NJ, NY, PA and CT, perform verbal presentations to clients and brokers, and transport open enrollment and meeting materials
- Ability to meet deadlines and attendance standards.
- The noise level in the work environment is usually moderate.
- This classification will be required to sign a confidentiality agreement.
Any combination of academic education, professional training or work experience, which demonstrates the ability to perform the duties of the position will be considered.
Experience Required
- 3-5 years of Account Management experience
- Experience creating, maintaining, and enhancing customer and broker relationships
- Health care or other relevant industry experience is preferred
- Bachelor’s degree in business administration, marketing, or related field
- Valid Driver’s License in state of residence
- Must have or acquire and maintain an active Health Insurance License
