TouchCare is a healthtech and service organization located in New York City and Shrewsbury, NJ. The Company provides a personal, on-demand, high-touch healthcare concierge service that helps members find the highest quality, most convenient, lowest out-of-pocket care, benefits navigation support, billing and claims mitigation support, consultative benefits education, and more. The TouchCare solution is available via web, phone, and mobile app. The Company's customers include large self-insured companies and small to medium-sized businesses that
provide TouchCare to their employees as a benefit.
Reporting to the Vice President of Client Success, the TouchCare Account Manager is responsible for maintaining contact and developing key relationships with accounts throughout the United States. Major duties include project managing the client implementation process, providing client technical and system support throughout the implementation process, assisting with client and member engagement activities (year-round), maintaining ongoing communication with client HR partners and key client decision-makers throughout a defined client journey, ongoing eligibility support within TouchCare's proprietary system, assisting with client renewals, open enrollment support, escalation management and communication.
1. Ensuring client satisfaction year over year creating reference worthy experiences
2. Knowledge of relationship with clients, and consistent internal and external reporting
3. Technical aptitude offering client support, ensuring onboarding and open enrollment success
4. Renewal success percentages align with company goals
5. Upsell existing and new TouchCare products positioned within client population, where applicable achieving targets aligning with team and company goals This role is largely a client-facing role that requires both short term client project management and long term client management. You will be required to build strong relationships with clients on various levels as well as acquire a thorough knowledge of each client's employee benefit
plans. Excellent oral and written presentation skills required.
Key Responsibilities:
? Introduction of TouchCare to new client and members, post sale relationship management, and establishing rapport with assigned contacts
? Supporting and managing clients throughout implementation, including: project management (timeline management), member service communication support, census file formatting support (when applicable - intermediate Excel knowledge), internal implementation process management, and service launch assistance.
? Answering client questions relating to our service and assisting with new product roll out to existing client base.
? Proactively communicating with key decision-makers and stakeholders, consistently.
? Reporting client satisfaction details and metrics to the Client Relationship Manager and Vice President of Client Success.
? Creating and presenting member engagement reports to key decision-makers and stakeholders.
? Presenting internally as the "voice of the client" per assigned accounts.
? Maintaining an elite level of client satisfaction.
? Supporting and managing annual Open Enrollment process for clients prior to active open enrollment and benefit effective dates, through yearly OE implementation timeline management, onsite OE support (as needed), OE communication and internal document and technical management.
? Effectively communicating client information, cross-functionally, with TouchCare Health Assistants, Billing Specialists, Client Relationship Managers and CS Leadership
? Intermediate Excel Experience (mandatory)
? Self-starter
? Excellent oral and written communication skills
? Energized by customer interaction
? Ability to build relationship with clients and coworkers
? Health Insurance and Employee Benefits knowledge
? Positive problem-solving skills
? Can work in a fast-paced environment
? Adaptable to change
? Strong organizational skills
? Sales background preferred
? Comprehension of Medical Plan Descriptions
? Creative, energetic and positive
Why work at TouchCare
? Flexible and fun working environment
? First-class insurance (health, dental, vision, life, and disability)
? Generous paid vacation
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