Job Title: Account Management Analyst

Job Type: FT

Location: #LI- Remote, to be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY    

Job Summary

We are passionate about our clients having a great experience and this also applies to our team and our future team members. Building a remarkable team is a top-level company priority. An Account Management Analyst will play a key role in supporting the Account Management team by ensuring smooth day to day operations, maintaining organized workflows, and enabling Account Managers to focus on client relationships and strategic initiatives. This role is ideal for someone who thrives in a fast paced environment, enjoys problem solving, and excels at keeping teams coordinated and informed. The Account Management Analyst will report to a Team Leader, Account Management.

What You’ll Do

• Monitor case queues daily for incoming activity. 
• Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM. 
• Keep CRM current and accurate based on information received by clients and broker partners. 
• Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity.
• Call calibrations – pull, monitor and score a random sampling of calls monthly.
• Review and reassign or complete tasks assigned to Account Management team.
• Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.).
• Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate.
• Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier.
• Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s). 
• Monitor quarantined emails daily for release.
• Support client interactions as needed.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Who You Are

• An individual that understands the value of providing a high level of customer service.
• An individual who is hyper focused on excellent service turnaround times.
• An individual with 1+ years of relevant Account Management work experience. Previous experience in benefits management, customer service or account management related field required. 
• Preferred associate or bachelor’s degree but not required.
• A collaborative peer who can empower teammates to grow personally and professionally.
• A detail orientated individual with strong organizational and prioritizing skills, and the ability to be flexible and multi-task in a collaborative environment.
• Able to confidently use independent judgment and expertise to manage both clients and brokers.
• Someone with strong interpersonal skills who understands that our business objective is to provide superior customer service and can handle conflict in a professional manner.
• An internally motivated individual with a high level of personal worth looking to grow personally and professionally.
• A qualified candidate who possesses above average analytical and problem-solving skills. 

Work Environment

After successful training this person will work Monday through Friday, 8:30am to 5:00pm ET with a one-hour lunch break. Roles may be approved for other schedules by managers. This role operates in a professional #LI-remote office environment. To be considered for this role, you must reside in one of the following states — AL, AK, AR, AZ, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MT, MS, MO, NC, ND, NE, NH, NM, NV, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, WI, WV, WY. This role is mostly sedentary and consists of prolonged periods sitting at a desk and working on a computer. This role also utilizes other tools such as a phone, copy machine, and printer. Common programs often used are Outlook, Word, and Excel. This position frequently communicates with FloresHR team members and candidates and must be able to exchange accurate information clearly in these situations.
 

How We Support Our Team

At FloresHR, we invest in our people, our community and our technology and strive to provide work life balance, paired with professional growth for each of our employees. We provide an innovative benefit solution for our clients but that does not apply just to our clients. They extend to our team too!

• Competitive Benefits – FloresHR offers competitive medical, dental, and vision benefits for employees and their families. We also provide company funded HSA’s, Pre- and Post-tax 401k’s with a company match up to 5%, and other great benefits such as Life Insurance, Accident Insurance, Pet insurance, and more!
• Work Life Balance – We want all our team members to have time to focus on themselves and their families. We offer a Monday - Friday schedule, a generous vacation policy and a Life Balance Reimbursement Plan to support this.
• Community Involvement – We love to give back to our community, and we recognize that our team does too! We have a volunteer program in place to support our team members as they help the organizations’ they are passionate about.

Our Core Values & Diversity Focus

Our vision is to be the most admired benefits partner, and our core values and beliefs are:

• We believe in always doing the right thing.
• We believe that a remarkable service experience is possible.
• We believe in trusting one another as an operating philosophy.
• We believe that high performance teams deliver extraordinary results.
• We believe in building benefits technology that converts the complex to easy.
• We seek to empower, empathize, and respect our team members and our world.

FloresHR is proud to be an Equal Employment Opportunity employer. We do not discriminate based on race, color, creed, ancestry, national origin, citizenship, sex or gender (including pregnancy, childbirth, and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, religion, age, disability, genetic information, service in the military, or any other characteristic protected by applicable federal, state, or local laws and ordinances. We are committed to diversity and are committed to creating an inclusive environment for all employees. This is not intended to be an all-inclusive list of job related responsibilities and requirements.