[Hiring] Client Manager @Venbrook

Role Description

Independently service a designated book of business, developing strong, trusting relationships with school clients and responding to all inquiries within 24 business hours.

• Serve as the primary day-to-day contact for the working-level staff who run the program at each institution, typically athletic trainers, insurance office staff, student health center staff, and district and school business office staff, partnering with the Client Executive.
• Conduct regular meetings and strategic reviews to discuss plan performance, address concerns, and explore opportunities to improve service.
• Manage day-to-day client servicing, resolving inquiries and complaints related to insurance products, policy changes, benefits, claims, and billing.
• Demonstrate a working understanding of routine coverages and policy terms, and explain them clearly to schools, students, and families.
• Build and maintain a client service calendar aligned to the academic year, so enrollment periods, waiver deadlines, and renewal milestones stay on schedule.
• Report to the SVP and Student Insurance leadership on account status, financial, servicing, and renewal progress as needed and upon request.

Member and claims support:

• Manage the claims email inboxes, handling claims questions from members, customers, and providers.
• Manage the customer service phone line, answering inquiries and following up on issues until they are resolved.
• Support students and families through enrollment and waiver processes, including questions about eligibility, coverage, and deadlines.
• Coordinate with carriers and third-party administrators on claims research and escalation, and elevate complex matters to the Client Executive.
• Support the setup, testing, and ongoing maintenance of client enrollment portals.

Documentation and growth:

• Maintain client files and records in Salesforce, AMS360, and other systems, documenting all account activity clearly enough for others to pick up.
• Uphold documentation, data-accuracy, and errors-and-omissions (E&O) standards across client records and member interactions.
• Assess and act on opportunities to develop additional account revenue by cross-selling other products in the portfolio.
• Stay current on student insurance products, carrier partners, and the regulatory landscape affecting school and student coverage.
• Perform additional duties and special projects as assigned.

Travel:

• Travel for internal onsites and client meetings on a quarterly basis and as directed by the SVP.

Qualifications

• Client service: builds trust with school partners and keeps them well served and well informed.
• Composure: handles member and provider calls with patience, including in difficult moments.
• Communication: explains coverage, claims, and policy terms clearly, in writing and by phone.
• Attention to detail and strong follow-through across many open items at once.
• Analytical and problem-solving strength, with sound judgment about when to escalate.

Requirements

• Minimum 3 to 5 years of account management experience in the insurance industry.
• Willing and able to work Pacific Time business hours, regardless of home location.
• Active Accident & Health or Life & Health license in the state of residence, required within 90 days of hire, with willingness to obtain non-resident licenses as needed.
• Bachelor's degree or equivalent work experience.
• Excellent verbal and written communication, with the ability to address complex issues and present solutions clearly.
• Significant attention to detail.
• Ability to handle escalations involving students and educational institutions effectively.
• Proficiency with Microsoft 365 (Outlook, Teams, Excel, Word, SharePoint).
• Proficiency with Salesforce and AMS360.

Nice to Have

• Background in student health.
• Spanish speaking.
• Experience with student enrollment portals or waiver administration.
• Experience supporting K-12 or higher education clients.