Attends and participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements.
Proactively identifies and surfaces customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions.
Manages escalated customer issues in conjunction with the Technical Leads, as applicable.
Proactively analyses data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates.
Works with IT to define system fixes, enhancements and requirements and performs user acceptance testing.
Identifies process improvements for operations and leads process changes.
Acts as main point of contact to report system issues to IT and tracks for resolution.
Acts as a subject matter expert to assist customer and Account Executives (AE) in understanding the impacts of non-standard benefits and/or processes.
Manage and prioritize ad hoc requests from Account Executives to support efficient execution and strategic focus on new and existing program opportunities.
Provides customer process and/or tools training as needed.
Identifies urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions.
Initiates and maintains partnerships throughout the organization; encourages cooperation by promoting common goals and building trust.

Bachelor's Degree in Health Care Administration or a related field
4 or more years of job related or industry experience
2 years experience in roles involving interaction with customers and employees
Demonstrated experience in STD//LTD, Leave (paid/state) and/or ADA.
Strong consultative and leadership skills
Strong communication skills (verbal, written, presentation)
Strong understanding of multiple aspects of contracts, plans and products
Strong project management skills
Critical thinking and decision-making skills
Ability to work with cross-functional business units and vendors to support customer needs.

medical, dental, and vision coverage
prescription drug coverage
health care flexible spending
dependent care flexible spending
Aflac supplemental policies (Accident, Cancer, Critical Illness and Hospital Indemnity offered at no costs to employee)
401(k) plans
annual bonuses
opportunity to purchase company stock
11 paid holidays
up to 20 days PTO to be used for any reason
state-mandated sick leave

Client Liaison

Key skills