Apta Health · 3 hours ago
Client Experience Coordinator
United States
Full-time
Remote
Entry Level
2+ years expApta Health is seeking a Client Experience Coordinator responsible for the in-house servicing and annual renewal for assigned clients. The role requires strong customer service and organizational skills to manage a diverse workload effectively.
Employee BenefitsHealth CareHealth InsuranceInsurance
Hiring Manager
Kit Morse
Responsibilities
Work with client, client experience executive, TPA, and vendors to complete the renewal process for each client within the assigned block of business
Fill out the Renewal Checklist as tasks are finished and complete the internal Group Information Sheet, Servicing Renewal spreadsheet, Pipedrive and other internal documentation as needed
Review all amendments and/or Summary Plan Descriptions for accuracy of benefit design, eligibility administration, and compliance requirements, such as HIPAA, ERISA, COBRA, ACA, etc
Check stop-loss policy against the quote, application, and plan document for accuracy and agreement. Request changes to stop-loss policy and/or client SPD as needed to ensure no gaps in coverage
Effectively document meeting minutes on behalf of client service team, including Before Action Reviews and After Action Reviews, client calls, emails, and issue resolution in Pipedrive
Facilitate post-meeting conference calls with clients and service teams to verify all decisions made for each renewal
Convey renewal information, including stop-loss rates, admin fees and plan changes to the TPA
Work with current TPA to create plan amendments or SPD restatements as needed
Ongoing service and claims support for client and Client Experience Executive
Complete all renewal paperwork including stop-loss application, Service Agreement, and Administrative Service Agreement as well as any other vendor paperwork, then submit items to appropriate parties
Communicate at least annually all client compliance notice requirements and provide copies of applicable model notices to client
Utilize developed understanding of all aspects of operational functions to efficiently perform to the established service standards as related to renewals and client service
Assist in client transitions from current TPA, PBM or other vendors to new vendors
Elevate client issues and concerns to appropriate client experience team members and manager
Acquire and/or prepare employee communications as needed
Performs other miscellaneous projects, assignments, and duties as assigned
Qualification
Required
2+ years prior health insurance Client Service experience, preferred
Associate degree, or equivalent work-related experience, preferred
Knowledge of, and practical experience in, regulatory issues such as ERISA, COBRA, HIPAA, PPACA, as well as various applicable state and federal regulations specific to health insurance
Demonstrated knowledge of self-funded health insurance industry, including reinsurance and stop-loss contracts, preferred
Ability to travel occasionally to assist with employee meetings
Strong project management skills including, but not limited to, extreme attention to detail, and excellent listening skills, excellent communication skills
Exceptional organizational skills, including a strong attention to detail and quality, with a proven ability to establish, meet and exceed time-sensitive objectives
Excellent problem-solving skills, demonstrating abilities in being able to manage multiple and changing priorities, and offering solutions to challenges or concerns raised by a stakeholder, while maintaining a positive and professional attitude
Demonstrated ability to meet/exceed client expectations and provide clients with a positive experience at all times
Excellent interpersonal and customer service skills with the ability to communicate verbally and in writing with individuals at all levels, including executives, vendors and clients
Ability to maintain confidentiality and exercise discretion regarding confidential and sensitive information
Familiarity with technology that supports presentations, online meetings, and video/web conferencing
Proficiency with common office software such as Adobe Acrobat Pro and Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook)
Must demonstrate a sense of urgency and the ability to work in a fast-paced environment
Benefits
401(k)
Dental insurance
Health insurance
Paid time off
Vision insurance
Company
Apta Health
Apta Health offers healthcare insurance programs that supports both employers and employees with a self-funded plan centered.
11-50 employees
Funding
Current Stage
Early StageLeadership Team
Melissa Saturnino
Chief Operating Officer
Recent News
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