POSITION TITLE: Client Service Representative, Public Sector Sales Solutions POSITION PURPOSE: (Why does this position exist?) The Client Service Representative (CSR) is responsible for supporting the Sales and Account Management Team by ensuring that the documentation, required forms, plan documents and operational systems are accurate and completed in a timely fashion. The CSR is responsible for working with the Sales Executive and Agent of Record to package a complete submission for Underwriting's consideration for all prospective business. For new and renewing clients, the CSR is responsible for ensuring that all required documents are generated, delivered and filed accurately and timely. In addition, the CSR serves as a back up to the Associate Account Managers during Leaves of Absence and during busy seasons, ensuring that all clients are set up in our systems correctly, meeting all required deadlines. By successfully managing the day to day operational needs in order to administer client plans appropriately, the CSR assists the Account & Sales Executives by producing satisfaction results that drive our clients to want to do additional business with HealthPartners and serving as a reference to prospective clients. ACCOUNTABILITIES: (Key roles, responsibilities & functions for this position) Serve as the primary point of contact for day to day service activities, both internally and externally, including, but not limited to: Work with Underwriting, the Sales Executive, the Agent of Record, Product Management and the Marketing Communications Team when submitting RFP's, providing all the necessary documentation for proposal production. Assist in completion of all internal set up forms for medical, dental, EAP, Health and Wellbeing and FSA/HRA. Work in collaboration with the Account Manager and Sales Executives to review prospective plan documents and provide feedback regarding the proposal submission request. Assist in completing all required processes and documentation for new sales systems, including, GDF and other product implementation forms. Review for accuracy open enrollment electronic census data files and review ID cards. Final audit of internal billing systems to ensure accounts are billed accordingly. Maintain databases, files and documentation in an organized and consistent fashion. Produce SBC's and plan documents accurately and timely. Assist the AM's in resolution of customer service issues and concerns with members, clients and brokers. Coordinate with other HealthPartners departments as needed to achieve resolution. Document issues and their resolution in a timely manner. Responsible for renewal preparation, including sending the renewal verification form to the employer or broker, completing a renewal request form for Underwriting, updating the summary of benefits to reflect any benefit changes for the next plan year, and delivering all relevant information to Underwriting so that they can prepare the renewal rating. Provide standard utilization reports and respond to standard reporting requests from clients or brokers. Communicate and resolve any data discrepancies and errors as needed. Maintain up-to-date awareness of HealthPartners products and plans, industry trends, and government regulations. Bring issues to the attention of the Account Manager, Team Manager, or HealthPartners leadership. Communicate openly, frequently, and effectively with internal and external partners to ensure that issues are brought to light and all impacted parties are knowledgeable regarding the concerns of HealthPartners operations, the client or the broker. Maintain consistent office hours and respond to all inquiries within 24 hours. Perform other duties as assigned. REQUIRED QUALIFICATIONS: (Minimum qualifications needed for this position) Post-secondary education (Bachelor's strongly preferred) Two years of experience in a customer service related position Minnesota insurance license within three months of hire Demonstra ed professional oral and written communication skills Working knowledge of Microsoft Word, Excel, PowerPoint or comparable applications Must be detail oriented, able to balance multiple priorities, and have strong time management and self-management skills Positive attitude and ability to function as a team player Current, valid, unrestricted Driver's License (in the state of residence) free of major traffic violations or a pattern of repeated violations for the last 3 years and daily access to a relatable, insured vehicle. Execution of a non-competition agreement upon hire. PREFERRED QUALIFICATIONS: Sales/account management experience in the health care industry Knowledge of health insurance and managed health care Prior experience in a team environment 122254SalesClientSvcsRep.doc COMPANY CONFIDENTIAL 2 We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.