PLADS Client Liaison

Job Summary

The Client Liaison will serve as primary liaison between our customers, their employees, and the Operations team regarding benefit plans administration. The position also provides support for the operational leadership team using appropriate technologies and processes.

Principal Duties & Responsibilities

Attends/participates in select customer meetings as appropriate to discuss feedback and/or needed process enhancements

Proactively identifies customer and plan issues for resolution while acting as a liaison to communicate workflow results, ideas, and solutions

Manages escalated customer issues

Proactively analyzes data, identifies trends and issues; provides system recommendations and designs feedback related to plan changes and updates

Participates in client site visits as needed

Assists customer and Account Executive (AE) in understanding the impacts of non- standard benefits and/or processes

Coordinates/handles ad hoc Account Executive requests allowing the AE to focus on developing strategies for new and existing program opportunities

Provides customer process and/or tools training (Ex. Portal) as needed

Identifies most urgent business problems, obtains necessary information, accurately identifies root causes, and generates solutions

Initiates and maintains partnerships with others throughout the organization

Encourages cooperation by promoting common goals and building trust

Inspires, supports, and initiates cross-functional activities

Performs other related duties as required

Education & Experience

Associate’s Degree in In Health Care or a related field, 5-7 years minimum of Industry experience, or an equivalent combination of education and experience.

Bachelor’s Degree in In Health Care or a related field (preferred)

2 years minimum experience working directly with customers and employees

Job Knowledge & Skills

• Demonstrates strong consultative skills and the ability to influence constituents

• Strong leadership skills

• Strong communication skills (verbal, written, presentation)

• Strong understanding of multiple aspects of contracts, plans and products

• Ability to work with cross-functional business units and vendors to support the customer’s needs

• Promotes collaboration among constituents and represents a professional image of the company

• Strong project management skills

• Ability to support Leave and Disability products

• Critical thinking and decision-making skills

• Strong knowledge of Best Practice and customer specific policies and procedures

Organizational Competencies

Acting with Integrity, Communicating Effectively, Pursuing Self-Development, Serving Customers, Supporting Change, Supporting Organizational Goals, Working with Diverse Populations