Client Setup Analyst

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. The Client Setup Analyst is responsible for setting clients up in the group setup and benefit administration system.This includes new sales, renewal changes, cancellations and maintenance of the client’s account setup.The Client Setup Analyst investigates and resolves client setup issues. 

Role Summary:

The Client Setup Analyst is responsible for setting clients up in the group setup and benefit administration system.  This includes new sales, renewal changes, cancellations, and maintenance of the client’s account setup.  The Client Setup Analyst investigates and resolves client setup issues. 

Key Duties & Responsibilities:

Setup groups in the group and benefits administration systems, including medical, pharmacy, dental and vision benefits.

Communicate with Sales or Brokers to understand the client’s benefits purchase and execute the setup.

Handle internal processes, including but not limited to reviewing customer records for accuracy to process the groups, re-entry of improper input into the system and resolution of any other operational or internal systems issues that may arise

Understanding of corporate and departmental policies and procedures

Responsible for making the determination, based on information gathered, that the case can be accepted and forwarded for processing, or requires further review

Conform with the plans, policies, and procedures established by Sales Management

Ensure all Underwriting guidelines are met, rate quotes are correct, and determine if additional underwriting is required

Determine new clients meet new sale underwriting guidelines and set client up in the system

Understand renewal change requested by client and execute change in system

Execute cancellations and maintenance of a group account

Inform Enrollment and Billing teams of enrollment and billing actions needed

Investigate and resolve client setup issues in core platform systems

Investigate and resolve pharmacy setup issues.  Resolve access to care for members in pharmacy benefit system

Partner with benefit administration vendors to investigate and resolve issues

Meet departmental production and quality requirements

Prepare quality control documentation submitted to the processing areas for group set-up and changes

Develop and maintain a strong business relationship with the internal customers of the IBC Family of Companies, including but not limited to, Underwriting, Sales, Marketing, Enrollment, Customer Service, and any other areas involved in the process.

Responsible for broker setup. Connect the client groups to the correct broker in the broker commissions system. Resolve broker setup discrepancies and address the broker inquiries and concerns.  

Research and resolves group setup issues for medical, pharmacy, dental and vision benefits.

Resolve problems, identify trends and educate customers as needed

Perform quality audit of all documentation provided for group/customer set-up and coordinate missing materials when needed

Audit all incoming materials and maintain complete documentation in regard to issue resolution for broker community, external clients and the departments

Handle errors and internal/external issues in a timely and effective manner to maintain turnaround times for completion of customer/group set-up

Provide technical assistance and guidance to Sales and other areas relative to the new business enrollment process: implementation of new groups, new customers, benefit changes, group structure, and general customer issues

Responsible for implementation of new groups, benefit changes, and cancellations

Understand customer requirements, document issues or tasks, and work closely with Sales to meet customer expectations

Research and troubleshoot benefits and any other issues related to group set-up

Represent Client Setup team in cross functional internal and vendor meetings

Perform additional duties as assigned

Required Skills, Education, & Experience:           

·Associate degree required, Bachelor’s degree preferred, or must have 2-3 years relevant experience

Excellent time management and organizational skills required. 

Ability to prioritize workload and meet deadlines in a fast-paced environment with some supervision.

Flexibility and adaptability is a must. Willingness to be cross trained is required to assist other team members.

Strong communications skills required – position interacts with all levels of management and may communicate with external clients as well.

Must be strong problem-solver and be able to follow-up and take an issue to resolution. Aptitude to understand benefits and Underwriting rating methodology. 

Some critical thinking skills; Capability to understand Underwriting guidelines and apply them.

High level technical aptitude required - ability to use Microsoft Office and to learn proprietary and vendor systems. 

High level of professionalism is necessary to progress

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania. 

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.