The Senior Service Coordinator Large Market works directly with Commercial Group Sales to support the sales quoting and proposal process as well as initiating the operational enrollment and maintenance of new and renewing Large & Major Market group customers focusing on those with complex benefit designs. The Senior Service Coordinator may need to meet with the Sales team and/or the group customer to ensure in-depth understanding of complex products, programs and services during quoting and the post-sale enrollment process. This position is responsible for working closely with the Sales team to identify, intake, process and manage all signed group paperwork, including the creation and submission of post-sale paperwork for processing by all downstream departments. The Senior Service Coordinator is accountable for assigned groups, must be detail oriented and able to manage several large tasks concurrently while navigating through risks and issues to ensure on-time delivery of finalized quote/proposal documents and group renewal, enrollment and maintenance paperwork.

• Support Large and Major Market group sales via creation and submission of prospect and renewal quote requests, including production of final proposal documents, focusing on groups with complex benefit designs. These duties may include but are not limited to the following: Submit prospect and renewal quotes for Medical, Rx, Dental, Vision. Assist with Stop Loss quotes, if the Medical/Rx benefit designs are needed by Rating. Submit and monitor requests for all non-standard benefits, communicate. Approvals/denials with Sale Exec and initiate the appeal process when necessary. Create Medical/Rx, Dental and Vision Highlight sheets for quoted benefits. Assist with creation of custom Medicare quotes.
• Process post-sale internal paperwork for new Large and Major Market group enrollments, focusing on groups with complex benefit designs. These duties may include but are not limited to the following: Collaborate with Sales to acquire all necessary paperwork and scrub for accuracy. Create and Submit Pharmacy forms for all Rx benefits sold. Maintain accurate logging within the Large Group tracking log in SharePoint. Upload all required paperwork into the Large Group Library. Send acquired group paperwork to specified areas for processing. Submit SRS requests to IT&D for any group requesting deductible credit/proration. Update Highlights sheets with any applicable post-sale benefit changes. Create/Process SBC documents timely to meet compliance requirements
• Prepare and submit internal paperwork for active Large and Major Market group renewals, benefit changes, demographic and structural changes throughout the year, focusing on groups with complex benefit designs. These duties may include but are not limited to the following: Collaborate with Sales to acquire all necessary paperwork and scrub for accuracy. Update and Submit Pharmacy forms for all Rx benefits. Maintain accurate logging within the Large Group tracking log in SharePoint. Upload all required paperwork into the Large Group Library. Create yearly renewal highlight sheets with any applicable benefit changes and provide to Case Underwriting. Create/Process yearly renewal SBC documents with any applicable benefit changes timely to meet compliance requirements. Assist with creation of custom Medicare renewals
• Schedule meetings with Sales Rep as needed to resolve any questions/issues while generating quotes, proposals or handling post-sale group paperwork.
• Maintain group and operational data integrity within Maris and/or Salesforce and support technical issue resolution within Maris and/or Salesforce.
• Research and respond to complex inquiries from Sales and other internal operational units, as well as assist with special requests, special handling items and assigned Group Escalation cases. Attend and actively participate in benefit and operational issue resolution meetings with Sales, Group Implementation and other operational areas, when requested.
• Create benefit deviation documents when requested for RFPs. Review RFP requests and provide responses to questions assigned to Sales Services
• Actively participate on Corporate Projects. Includes ability to assess impacts to Sales Services processes, participate in business requirement sessions and communicate project updates and impacts to the Sales Services team verbally and in writing.
• As a Subject Matter Expert, provide technical and process support to peers in the way of answering questions, trouble shooting, assisting with on-the-job training and other special requests as needed
• Assist with preparing and maintaining training material, procedural documents and department guidelines. As well as conducting training for new hires or refresher training for existing staff

Skills:

• Ability to independently prioritize workload and perform in a fast-paced and dynamic environment.
• Strong work ethic and ability to meet tight deadlines.
• Exceptional administrative, organizational, and time management skills.
• Excellent written and verbal communication skills with the ability to interface with Sales and other operational units with professionalism and tact.
• Proactive approach to problem solving and ability to take initiative.
• Ability to trouble shoot system related issues, report incident, and support testing of resolution.
• Extensive adherence to large group operational processes and established processing standards.
• Ability to build and maintain mutually beneficial relationships with Sales, external customers, co-workers and leadership.
• Committed to developing skills and knowledge within self and others.
• Perseverance and a ‘can-do’ attitude.
• Ability to foster a team-oriented, collaborative environment.

Knowledge:

• Extensive knowledge of benefit programs administered and/or supported by Capital Blue Cross and its subsidiaries.
• Extensive knowledge of operational processing systems utilized throughout Capital’s business operations, such as MARIS, Salesforce, and FACETS.
• Knowledge of the Large Group end-to-end enrollment processes including data entry requirements into MARIS, Salesforce and SharePoint tracking log and the paperwork library.
• Knowledge of large group operational processing standards and familiarity with Underwriting Guidelines and MTM processing standards.
• Knowledge of Sales Guidelines and non-standard benefit request processes.

Experience:

• 5 years of Sales Support experience
• Proven ability in handling all activities required of a Service Coordinator and viewed as a SME by the team
• Proficient with PC-based software packages (MS Word, MS Excel, MS Access, and MS SharePoint).
• Experience working with Salesforce.

Education and Certifications:

• Must have a high school diploma or GED
• Certificate or degree in business, communications, or a related field preferred (not required)

Physical Demands:

• While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see.
• The employee must be able to work over 40 hours per week.
• The employee must occasionally lift and/or move up to 5 pounds.

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.