Health & Benefits Account Manager

At Pinnacle, our goal is to create an atmosphere where people become fully engaged, enjoy what they're doing and be successful. We work to ensure that every associate embraces what makes Pinnacle different and unique. For us, it starts with hiring the right people.

• We hire like-minded individuals who share our values of Integrity, Fairness, Learning, Results, Partnership, Balance, and Discipline.
• We hire experienced professionals who understand the industry and provide effective advice.
• We hire candidates who demonstrate a passion for client service. People who understand that distinctive service is more than smiling and being friendly - it's about creating a client experience that is unmatched.

But attracting the right people is only half the battle. We have to ensure that every associate understands their actions affects the outcomes of the firm. Our Position Descriptions are not designed to list every aspect of a position but to serve as a general overview.

A Health & Benefits (H&B) Account Manager should demonstrate commitment to delivering distinctive service. This position will be responsible for supporting Health & Benefits Product Advisors as they manage Health & Benefits employer-based client relationships. The H&B Account Manager assists in the initial set-up of new clients on the platform, to include the management of file feeds. This role ensures the client understands how to use available services and is the primary contact for client inquiries, taking ownership to ensure issues are resolved timely and efficiently. Additionally, this position partners with other associates to ensure compliance guidelines and established procedures are followed.

PRIMARY RESPONSIBILITIES:

• Provide distinctive service to clients and prospects, in person and over the telephone. Respond to client inquiries and satisfactorily resolve client issues. Support firm-wide achievement of the three-ring standard (all phones answered by a live person within three rings).
• Partner with Health Account Services to set up and manage new/existing employer-based client relationships on the platform.
• Provide client support for insurance renewals and/or implementation of employer benefit plan changes. May involve coordinating transition plans, ensuring required documentation is complete and accurate, and advising employers on compliance questions, to include best practices and an overview of plan design and function.
• Instruct clients on use of platform features and related services. (e.g. Employer and Consumer portals) Provide ongoing support and training to current and new users via password resets, user set-up, and related activities.
• Research and resolve issues for clients. Work with Health Account Services to uncover root cause for issues and determine how to prevent repeat occurrences.
• Test new services and system features. Create documentation to train clients and associates on system enhancements and changes.
• Work with internal and external partners (e.g. clients, carriers, HRIS and COBRA administrators) to ensure accurate and timely processing of eligibility activity, claim updates, and issue resolution.
• Communicate with technology partner to resolve system-related issues impacting service. Escalate concerns to leadership as appropriate.
• Attend client meetings, employee benefit fairs, educational meetings, and related activities, as necessary. May include overnight travel. Prepare necessary materials, including but not limited to client communication materials, customization of Welcome Kits, FAQs, substantiation instructions, etc. Present benefit plans, answer employee questions, and distribute benefit materials.
• Assist clients with Open Enrollment activities. May include benefit/wellness fairs, travel, preparation of educational documents, HSA transfers, coordination of plan takeovers, setup, training, file feed connections and troubleshooting, SFTP access, etc.
• Perform database management and report generation, ensuring information is accurate and timely.
• Perform manual processing of eligibility-related activity (adds, terms, changes, demographic updates), claims review, and call reviews, as necessary.
• Maintain industry knowledge to include regulations, products, coverage guidelines, and technological advances to improve efficiency and performance.
• Meet all the client's financial needs, both business and personal, and refer clients to other specialty areas such as Trust, Investments, Insurance, Treasury Management, etc. as appropriate.
• Assist other team members as needed to ensure delivery of distinctive service.
• Perform other related duties and responsibilities as assigned.

DESCRIPTION OF EXPERIENCE, EDUCATION, AND TRAINING:

• High School Diploma or Equivalent - College degree is preferred.
• Minimum of 10 years' experience in financial services or employee benefits, preferably in the employer benefits space.
• Health Savings Account Expert (HSAe) or other applicable professional designation preferred.
• Proficient in Microsoft Office (Word, Excel, and PowerPoint) or related software.
• Proficient in virtual meeting platforms (Zoom, WebEx).
• Broad knowledge of products and services related to the health and benefits space, specifically health savings accounts (HSAs) and/or operations and related accounts.
• Knowledge of federal and state regulations and compliance requirements as it relates to aspects of banking and consumer-driven health (CDH) products.

DESCRIPTION OF CAPABILITIES, PHYSICAL REQUIREMENTS, AND ABILITIES:

• Excellent verbal and written communication skills.
• Possess strong interpersonal skills and the ability to work effectively with a wide range of clients, colleagues, and vendors and respond effectively to sensitive inquiries or complaints.
• Enthusiastic team player.
• Effective analytical and problem-solving ability with a strong attention to detail.
• Ability to work independently and/or in a fast-paced, team-oriented environment.
• Must be flexible, multi-task and adapt to a changing environment, with effective time-management skills to prioritize daily tasks and meet deadlines.
• Ability to develop and maintain an advanced knowledge of Health Insurance Portability and Accountability Act (HIPAA), Consolidated Omnibus Budget Reconciliation Act (COBRA), Internal Revenue Service (IRS) guidelines, and Affordable Care Act (ACA).
• Excellent client service skills. Tact and diplomacy in dealing with both clients and associates.
• The physical activities of this job include but are not limited to the ability to stand and sit for prolonged periods of time, use of manual dexterity, verbal communication, visual acuity, repetitive motion, and the ability to hear. Often long periods of mental concentration are required. Other activities are the ability to bend, climb, balance, stoop, kneel, crouch, reach, walk, push, pull, lift, and grasp.

POSITION STATUS: EXEMPT

DATE: 06.12.2024

Pinnacle is an Equal Opportunity and Affirmative Action Employer committed to supporting a culture of inclusivity that builds a diverse workforce so we can support the many different communities we serve. All otherwise qualified associates and applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender expression and/or identity, national origin, age (40 and over), genetic information, disability, protected military or veteran status, pregnancy or pregnancy-related conditions, or other status protected by law.