What are the responsibilities and job description for the Associate Account Manager position at Delta Dental of NJ?
About Us
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, and communication (both oral and written) skills. This Associate Account Manager will be responsible for managing onboarding for the largest or most complex clients and act as an onboarding resource for Client Service Coordinators. A proactive approach to service and resolution of inquiries from clients, brokers and internal associates is essential. The Associate Account Manager will also be assigned a book of business that includes groups >100 subscribers in addition to their groups that are <100 subscribers.
The Associate Account Manager may be assigned to assist in the management of Exchange or other national business and be assigned to special projects. They are also instrumental in the day-to-day management of our Core/Large client business and work along with Sales Executives onboarding new groups and Account Managers on day-to-day business with existing clients.
Essential Functions & Responsibilities
Customer Management:
- Collaborates with Underwriting to implement an ongoing, proactive renewal strategy for Core/Large groups > 100. Manages the renewal process to achieve targeted renewal increases. Ensures successful and profitable continuation of the client’s business.
- Retention of profitable assigned client business for groups between 51-99 subscribers. This includes requesting and delivering renewals to assigned groups and brokers, negotiating with Underwriting and the broker to a successful rate/benefit outcome for Delta Dental and documenting important renewal correspondence in Salesforce, including closing the opportunity.
- Proactively manages and owns existing formal client RFP requests.
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Collaborate with Sales Executive, Client Administration to manage administrative responsibilities of new group on-boarding including:
- Collecting and organizing new group administrative information and entering in Salesforce Onboarding Case
- Ensuring administrative and contact information is complete
- Scheduling and managing on-boarding conference calls (with the Account Executive)
- Maintaining on-boarding spreadsheet with decisions, meeting minutes and outstanding issues
- Orchestrates meetings with TPA/Eligibility and other vendors as needed to ensure successful member enrollment
- 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. Promote Delta Dental services and online tools.
- Consult with group or broker on proactive promotion of wellness and the benefits of good oral health by partnering in wellness initiatives.
- Ability to foster and build relationship with Sales team members, brokers and group contacts.
- Owns and manages to resolution issues brought by groups, brokers, Account Executives, Account Managers and Assistant Vice President.
- Researches, analyzes and tracks customer inquiries. Manages resolutions in a timely manner and provides status updates periodically for more complex issues.
- Anticipates next questions or next steps based on research of customer inquiries.
- Proactively communicates with new groups and existing groups.
- Acts as liaison for internal and external communications with Account Manager/Account Executive
- Acknowledges inquiries on the same day with an estimated resolution timeframe. Escalate issues to management when necessary. Follow through to resolution.
- Assists clients and brokers with billing, benefits, claims or other administrative inquiries or tasks.
- Assists in the timely production and delivery of administrative documents/contracts, benefit booklets and set-up as requested.
- Responsible for ensuring appropriate materials are requested for open enrollment and other events and delivered to client either electronically or to the location avoiding rush orders (overnight and second day deliveries) to the extent possible.
- Maintains current knowledge/proficiency of internal processes and procedures and assists in building efficiencies and effective positive process improvement.
- Utilizes CRM system to document client interaction, to track client on-boarding process, customer inquiries, PHI form status, and general client activity. Update and maintain contact information.
- Processes group benefit change requests by completing existing group checklists.
- Ensures appropriate materials for BFOEs are coordinated and sent.
- Conducts member orientation meetings by presenting specifics of dental program to employees in formal and informal settings. Attend open enrollment events for new and existing groups.
- Conducts Benefit Administrator orientation meetings with the assigned Account Manager.
- Always maintain a professional demeanor.
Product Knowledge:
- Demonstrates knowledge about all Delta Dental’s networks and products and effectively communicates features and benefits to brokers, groups and employees.
- Demonstrates knowledge about Delta Dental’s processes and operations to effectively impact efficient customer resolutions.
Team Collaboration:
- Works collaboratively with Account Executives, Account Managers, Service Coordinators and Assistant Vice President to ensure an excellent customer experience throughout the life cycle of our group and broker relationships.
- Effectively manages and tracks new group implementation to ensure successful launch keeping the group, its broker, the Account Executive and operational staff informed of progress and risks.
- Collaborates with Account Team and other operational departments on more complex service issues.
Essential Qualifications
DDNJ Competencies
Accountability
Adaptability-Flexibility
Communication
Customer Focus
Listening
Presentation
Problem Solving-Analysis
Negotiation and Influencing
Collaborative Process-Teamwork
Dependability
Knowledge, Skills & Abilities
Technical and Functional
- Leadership and facilitation skills
- High level of maturity and expertise in business, financial, strategic and organizational planning
- Attention to detail and strong analytical skills
- Ability to create, maintain and enhance customer and broker relationships
- Ability to negotiate and influence decisions
- Strong organizational skills and ability to handle multiple priorities in a fast-paced environment
- Ability to solve problems and make decisions independently
- Excellent concise and accurate verbal and written communication skills that demonstrate a commitment to service excellence
- Proficiency with CRM (i.e., Salesforce) and MS Office Suite (Excel and PowerPoint)
Required Physical Abilities
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 a motor vehicle and travel to meet business needs/visit clients and brokers
Working Environment
- 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
Experience, Education and Certifications Required
Experience Required
- 2-4 years of proven success in a service related position
- Experience in insurance industry strongly preferred
Required Educational Level
- Bachelor’s Degree in Business Administration/Marketing or related field and/or 2-4 years of proven success in a service-related position
Certifications/licenses required/preferred
- Valid Driver's License in state of residence
