SUMMARY:
As a Client Onboarding Specialist, you’ll guide new clients through a seamless and successful experience into Decisely. You’ll act as their initial point of contact, ensuring they understand our platform, navigate open enrollment, and get set-up effectively and efficiently with their vendors. You’ll be the key player in equipping clients with the knowledge and resources they need for a confident start.
WHAT YOU’LL DO:
- Project Management: Lead assigned clients through the onboarding process, managing timelines, milestones, and clear communication.
- Open Enrollment Support: Guide clients and their employees through the open enrollment process, including eligibility verification, plan selection, and deadline reminders.
- Carrier Setup: Facilitate the completion and submission of carrier setup paperwork, ensuring accuracy and timely processing.
- Platform Training & Education: Conduct training sessions for clients and their employees, empowering them to use the Decisely platform, understand plan details, and maximize its features.
- Issue Resolution: Proactively identify and address client concerns or roadblocks, escalating complex issues to the appropriate team members.
- Documentation: Maintain accurate and up-to-date client onboarding notes and plan documents along with documenting processes for continuous improvement.
- Continuous Learning: Stay informed about Decisely’s platform updates, industry trends, and best practices to enhance client onboarding experiences.
- Communication & Collaboration: Maintain open and consistent communication with clients, internal teams (sales, implementation, account management), and carriers throughout the onboarding journey. Ensure clients have a smooth transition over to the account management team.
KEY COMPETENCIES:
- Ability to work in a fast-paced, innovative environment and manage multiple commitments simultaneously.
- Strong attention to detail, organizational, and time management abilities.
- Excellent written and oral communication skills and attention to detail.
- Strong understanding of health benefits administration and open enrollment processes.
- Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands.
- Demonstrated experience with agency management systems, reviewing plan designs, and understanding employee benefits guidelines.
- Knowledge of health and welfare benefit plans, compliance, and regulations, including ERISA, COBRA, HIPAA, and ACA legislation preferred.
- Advanced knowledge of navigating the Internet as well as various Microsoft Office programs to include but not limited to Excel, Outlook, Word, PowerPoint, Publisher & Excel as well as all other required systems to maintain and manage job responsibilities.
EDUCATION AND/OR EXPERIENCE:
- 2+ years of experience in client onboarding, implementation, benefits account management, or benefits administration.
- High school diploma required. Associate or Bachelor’s degree preferred.
- Life and Health Insurance License required.
- At least one year of project management experience.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. Ability to travel independently to clients; some air travel may be required. To foster collaboration and team spirit, and although this primarily remote position, there is occasion when you will be required to come into the office for meetings and team building activities as well as travel to our various offices for meetings and team building activities.
WORK ENVIRONMENTAL CONDITIONS:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. There is no or very limited exposure to physical risk.