Account Coordinator

Requisition ID: 911940

Store # : 111319 EM Acct Supports - OH CSC

Position: Full-Time

Total Rewards: Benefits/Incentive Information

At EyeMed, we have a unique perspective on vision benefits. By listening and staying curious, we create innovative vision benefits that are a joy to use.

Our mission is to help people see life to the fullest—and our commitment goes beyond vision benefits. Our passionate employees proudly support the OneSight EssilorLuxottica Foundation, a leading not-for-profit organization with a 100% focus on eradicating the world’s vision crisis.

EyeMed is part of EssilorLuxottica, a global leader in the design, manufacture and distribution of world-class vision care products, including iconic eyewear, advanced lens technology and cutting-edge digital solutions. Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn.

GENERAL FUNCTION

The Account Services team provides specialized service tailored to meet the needs of our client base. The Specialist – Customer Mgt. provides external support to key client contacts made up primarily of HR and benefit professionals. In addition, the Specialist works cross functionally to provide client solutions in partnership with Account Management teams.

MAJOR DUTIES AND RESPONSIBILITIES

• Collaborates with Account Management; maintains and develops current client relationships including resellers, brokers and consultants; ensures support of vision plans
• Executes requests, provides follow up, and facilitates service process to exceed client, reseller, broker, and/or consultant expectations
• Creates compelling and comprehensive written responses to client requests
• Leverages internal departments (Membership, ID Card Support, Billing, Claims, Call Center, Provider Relations, Open Enrollment Support, Operations Services) to facilitate Account Management and client/broker requests and resolve issues
• Educates commercial clients, resellers, brokers, and consultants on EyeMed processes through telephonic or email communication
• Provides telephonic outreach to providers and members when necessary
• Maintains the necessary level of understanding to provide operational guidance for member eligibility/claims discrepancies to clients and account management
• Develops and maintains knowledge to articulate EM operational processes including membership, billing, claims, provider relations and call center operations to clients and account management
• Collaborates with management, brings forward ideas, and creates opportunities for continued process improvement, finds ways to create efficiencies within the client support team.
• Maintains a working knowledge of EyeMed systems, including but not limited to claims and eligibility systems, Client Group Portal, Salesforce.com, and Excel.
• Achieves key performance indicators assigned, specifically manages to 24 hour turnaround deadline for all client or account manager requests
• Ensures client operational changes are successfully implemented, ensuring satisfaction for internal stakeholders and clients
• Resolves escalated billing inquiries and informational eligibility file feed errors

BASIC QUALIFICATIONS

• High School Diploma
• 3+ years business experience with operational support
• Customer/client support experience
• Excellent communication skills (written/verbal)
• Knowledge of Microsoft Office Products
• Comfort managing telephonic relationships
• Ability to work well independently, under pressure and multi-tasking
• Position requires availability in office during the work week

PREFERRED QUALIFICATIONS

• Bachelor’s Degree
• Knowledge of benefits industry
• Licensed Life/Health insurance
• Demonstrates sense of urgency responding to customers
• Familiarity with operating systems such as CURA, Facets, SalesForce and proficiency in Excel

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.

EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email [email protected].

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.