Accountable for customer (employer) loyalty and satisfaction. Establish, cultivate and manage the customer relationship at multiple levels, serving as a healthcare consultant and trusted business advisor to customers. Establish, cultivate and manage relationships with consultants and brokers. Strategically plan, negotiate and influence the interactions and relationships with customers, their brokers/consultants and internal team members to achieve strategic account goals. Facilitate the lifecycle of the customer relationship from RFP to renewal.

Own the service experience of customers at the field level by working with matrix partners as required to ensure issues are resolved promptly and accurately meeting the customer's expectations. Fully accountable for supporting the Strategic Account Executive in facilitating resolution of all elevated customer service requests. Conduct meetings with customers to identify issues/trends and analyze root causes to determine corrective action steps. Establish and maintain strong and appropriate relationships with customers to maintain persistency. Establish and maintain Broker/Consultant relationship as needed, but primarily with customer. Conduct enrollment meetings and customer sponsored health fairs.

Develop training curriculum for Medicare individual and group business.

Educate learners on all aspects of customer service skills, required knowledge in systems utilized, understanding of Medicare as well as billing/coding processes.