Client Service and Delivery Manager

Via Benefits individual marketplace offers more than a traditional group health plan or group Medicare Advantage plan. For employers and plan sponsors the individual marketplace helps with cost trends and utilization spikes liability reduction and reduced administrative burden. Our Via Benefits individual marketplace has helped millions of people find and enroll in individual health insurance coverage. Via Benefits our fully owned and integrated solution ensures the individual health insurance process is seamless and worry-free for employers employees and retirees.

The Role

• Mid-level position within WTWs Via Benefits client management team providing strategic relationship management and consultative services to clients.
• The Client Service and Delivery Manager will work within the Individual Marketplace service line and will serve as the account manager for clients of Via Benefits retiree services and programs.
• The key areas of this role include development and ongoing management of strong productive relationships with executive level client contacts.
• The ideal candidate will understand Via Benefits business model and internal operations or experience within the medical insurance or benefits administration industry.
• This role will require a client-centric mindset and be willing to rapidly learn to develop a consultative approach that can effectively partner with a variety of internal Willis Towers Watson associates including consultants actuaries and other client-facing associates to ensure client satisfaction.
• The Client Service and Delivery Manager must be a subject matter expert in Medicare Health Reimbursement Arrangements and the internal processes related to our business.
• This is a remote position but must be within reasonable distance to a local Willis Towers Watson office and major airport; locations near Salt Lake City Utah and Dallas Texas are preferred.

Responsibility

• Retaining growing and managing large account portfolios working with client management team
• Building credibility and maintaining trust by developing and implementing new solutions as the subject matter expert
• Demonstrating a consultative client approach with an ability to recognize what actions will demonstrate strong partnership to the client base by developing a deep understanding of the clients needs and business issues to incorporate into wider solutions
• Consult on service communications and funding strategies to various levels of client management including senior level human resources and C-suite representatives
• Commitment to rapidly become highly functional in Excel in order to prepare analyze and present operational and financial data effectively to clients and consultants
• Analyze and interpret statistical reports and all other available benefits data directly or through internal or external partners
• Work closely with supporting areas to oversee administration ensuring service delivery meets contract requirements
• Respond to customer needs and proactively identify potential customer concerns to ensure client satisfaction and retention
• Prepare analyze and present reporting to both clients and internal partners
• Ability to work in fast-paced high email volume environment with seasonal fluctuations in workload
  
  

Bachelors degree required
7 years of insurance industry experience related to servicing accounts
7 years experience successful managing an employer/client book of business
Must have experience within healthcare benefits administration or medical insurance industry that has provided you knowledge of medical insurance and/or Medicare insurance products (Medicare industry knowledge is a huge plus)
Must have a strong consultative approach to problem-solving and project management and a desire to exceed client expectations at every turn
Ability to build maintain and manage multiple client relationships and projects at the most senior levels within client organizations and ensure quality deliverables.
Ability to influence key stakeholders (internal and external) via formal and informal channels
High level of business acumen
Ability to coordinate teams across WTW segments
Team-oriented and collaborative
Availability to travel on an as needed basis
Executive presence with polished and well developed oral and written communication skills
Demonstrated ability to deliver strong presentation skills
Microsoft office competency required (PowerPoint Word and strong Excel skills a must)
Experience with call center operations is a plus
Experience with Pega JIRA Salesforce SmartSheet Confluence a plus
State life and health license a plus but not required
CEBS GBA PHR CLUE or equivalent a plus but not required
Funding concepts experience a plus
Understanding of the regulatory environment of employee benefits plans

Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors including but not limited to location of the role individual competencies education/professional certifications qualifications/experience performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $75000.00 - $100 000.00 USD annually.

This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage) Dental Vision Health Savings Account Commuter Account Health Care and Dependent Care Flexible Spending Accounts Group Accident Group Critical Illness Life Insurance AD&D Group Legal Identify Theft Protection Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays Annual Paid Time Off (includes state/local paid leave where required) Short-Term Disability Long-Term Disability Other Leaves (e.g. Bereavement FMLA ADA Jury Duty Military Leave and Parental and Adoption Leave)Paid Time Off (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers we will consider for employment qualified applicants with arrest and conviction records.

At WTW we trust you to know your work and the people tools and environment you need to be successful. The majority of our colleagues work in a hybrid style with a mix of remote in-person and in-office interactions dependent on the needs of the team role and clients. Our flexibility is rooted in trust and hybrid is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE including disability/vets