What are the responsibilities and job description for the Marketing Manager position at TX Health Benefits Pool?
SUMMARY
The Marketing Manager is responsible for overseeing the account management team’s day-to-day activities and the retention of Pool membership. This role includes operational oversight and the development of strategic initiatives to enhance the team’s performance, efficiency, and service metrics. The Manager will ensure the team provides friendly, knowledgeable, and effective service to achieve high member satisfaction, engagement, and retention. They will guide and mentor the account management team, fostering a supportive and collaborative environment while overseeing the team’s development, presentations, goals performance, and objectives. Working closely with the Member Relations Senior Manager and the Marketing Director, this role involves creating detailed reports, leading customer satisfaction and engagement initiatives, and producing presentations to drive efficiencies, provide education, and improve performance. Additionally, the Manager will serve as a bridge between the Account Management team and the Account Executives, ensuring seamless coordination and support for planning, scheduling, preparation, and execution of pre-renewal strategic discussions, renewal documentation, open enrollment meetings, and overall support for Benefit Coordinators and Pool groups. Furthermore, the Manager will be responsible for conducting performance appraisals, providing constructive feedback, and coordinating schedules to ensure efficient team operations.
ESSENTIAL DUTIES AND RESPONSIBILITIES - include the following. Other duties may be assigned:
- Develop and maintain a positive working relationship with Benefit Coordinators, Account Executives, Marketing leadership, and various Departments within TX Health Benefits Pool. Establish and maintain high level of trust and confidence with groups, their employees and respective brokers/consultants.
- Lead, manage, and mentor the account management team, fostering a positive, collaborative and high-performance culture.
- Collaborate with senior management to develop strategies for customer retention and growth while managing a team of Account Managers, ensuring they meet performance goals and maintain high levels of customer satisfaction and client-centric support.
- Monitor and analyze account performance metrics, providing regular reports and recommendations for improvement.
- Lead strategic initiatives to enhance team performance and implement best practices for account management.
- Establish and monitor key performance indicators for the team to ensure prompt response to service issues reported by Benefit Coordinators and Pool groups.
- Serve as the primary point of contact for escalations and high-priority client resolution issues. Facilitate the resolution of issues in a timely manner by coordinating with internal departments and external vendors as necessary.
- Provide ongoing training and professional development opportunities for the account management team.
- Facilitate the team’s role in supporting and assisting with onboarding of new member POOL groups and assure accurate and timely implementation.
- Provide competitive analysis and market vulnerabilities feedback from Member Groups and Broker/Consultants to the Account Executive, Sales Executive and Member Relations Senior Manager
- Facilitate all support and education on TX Health Benefits Pool strategy to new Benefit Coordinators and Decision Makers, as well as new Broker/Consultants during new Member Group onboarding or changes in contact for a current Member Group.
- Promotes webinar education, Benefit Coordinator training, wellness events, and regional meetings to encourage attendance/participation.
- Ensure Account Managers maintain daily and accurate documentation in appropriate systems (Salesforce, Member Database, etc.). Monitor and ensure the documentation of all interactions with Member groups in Salesforce or other systems as appropriate. Ensure cases are set up on a timely basis, referred to the appropriate party, and tracked throughout the process for resolution.
- Ensure Account Managers communicate benefits and processing procedures accurately while providing hands-on training and education for Benefit Coordinators and membership groups to promote benefit understanding.
- Assists with and oversee the integration of wellness programs, training programs and other communication, as needed.
- May assist and monitor the team’s effort with administrative duties related to Enrollment and Billing as necessary. May include working basic Enrollment and Billing related work in TXHB Online.
- Assist the Account Executive or perform in-person strategic semi-annual, and pre-renewal reviews as needed. In addition, may also perform in-person or virtual meetings regarding TXHB programs and services as needed.
- Assist the Account Executive with proactive education and dialogue with Benefit Coordinators to ensure appropriate and timely decisions related to benefits and services
- Ensure account managers work in cooperation with Account Executives to create, edit, and share targeted group reporting packages and presentation slide decks for open enrollment, strategic meetings, and other group meetings assigned.
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Protects the confidentiality, integrity and availability of information and records that TX Health Benefits Pool creates, receives, maintains, or transmits by complying with TX Health Benefits Pool policies and procedures, including policies and procedures on physical, administrative, and technical safeguards.
- Physical safeguards are physical measures, policies and procedures that protect TX Health Benefits Pool buildings, equipment, and information systems from natural and environmental hazards and from unauthorized intrusion.
- Administrative safeguards are administrative actions, policies, and procedures that: (1) manage TX Health Benefits Pool’s selection, development, implementation, and maintenance of measures that protect TX Health Benefits Pool’s information and records; and (2) manage the conduct of TX Health Benefits Pool employees in protecting the privacy and security of TX Health Benefits Pool’s information and records.
- Technical safeguards are the technology and policies and procedures for its use that protect electronic information and records and that control access to electronic information and records.
- Assist with new projects and other duties as assigned in the department.
KNOWLEDGE/SKILLS/ABILITIES
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Ability to lead, mentor, and develop a high-performance team. This includes fostering a collaborative and supportive environment that encourages growth and excellence.
- Strong strategic thinking and planning skills, with the ability to develop and implement initiatives that enhance team performance, efficiency, engagement and retention goals.
- Strong organization skills, ability to manage multiple priorities, and strong follow-through.
- Exceptional verbal and written communication skills, with the ability to effectively convey ideas and solutions to team members, senior leadership, and stakeholders. This includes proficiency in public speaking and delivering strategic presentations.
- Detailed oriented with a focus on exceptional Customer Service.
- Strong conflict resolution skills to manage and resolve team and client disputes. Ability to analyze data and interpret claims data reporting.
- Working knowledge of current underwriting procedures for financing arrangements and benefit structures including and not limited to PPO, HMO, and HDHPs for fully insured groups.
- Full proficiency in the use of Salesforce, Microsoft Office suite (Word, Excel, PowerPoint, etc.).
- Technical ability to utilize TXHB online to make updates to data within the administrative guidelines.
- Proficient in coordinating schedules for the team and managing time effectively. This includes organizing team activities, meetings, and ensuring deadlines are met.
- Thorough understanding of all TXHB benefits and services, and administrative guide, including medical benefits, pharmacy benefits, surgery benefits, vision benefits, dental benefits, spending accounts and Consumer Directed Health (CDH) plans.
- Practical knowledge of relevant laws and compliance regulations, including COBRA, HIPAA, handling Personal Health Information (PHI), etc.
- Ability to conduct performance appraisals, provide constructive feedback, and implement improvement plans. Ensuring that team members meet performance goals and maintain high levels of client satisfaction.
- Must be able to travel as needed, including overnight stays within Texas as necessary, to meet face-to-face with groups. (Expected travel 1-2 times per month)
EDUCATION/EXPERIENCE
Required
- 2 years of Experience working with a variety of healthcare plans and administrative services with familiarity of general healthcare underwriting process for fully insured group health plans.
Preferred
- 2 years’ successful experience in sales, account management, benefit services, or benefit plan management for fully insured health benefits and/or insurance products.
- Bachelor’s degree or 5-years of equivalent healthcare/benefits/insurance environment experience, or combination thereof for self-insured and fully insured groups.
- Experience in strategy development, analysis, and presentation of relevant materials to individuals and groups.
- 1-2 years’ experience with managing a team.
SUPERVISORY
Responsible for managing all Account Manager staff in the Marketing Department.
Physical Demands
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 speak/hear clearly to communicate by phone or in person.
- Ability to frequently stand, sit and walk.
- Ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.
- Ability to travel on a regular basis (1-2 times/month).
- Valid Texas driver’s license with acceptable driving history and ability to drive.
