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The Account Specialist is responsible for supporting assigned small group dental and vision accounts through proactive client service, renewal coordination, issue resolution, and ongoing account management activities. This role manages day-to-day communication with brokers and clients, coordinates with internal departments, supports retention initiatives, and assists with renewal and upsell opportunities for groups under 100 enrolled members.

Communication / Client Support

• Communicate internally and externally to support assigned accounts and ensure timely resolution of client needs
• Respond to phone calls, emails, and client inquiries
• Participate in client presentations and meetings (in person and via Teams)
• Monitor assigned inboxes and requests through completion
• Serve as a primary point of contact for assigned accounts

Inquiry Resolution

• Support eligibility, claims, billing, and general account inquiries
• Process requests for information and commission statement requests
• Coordinate Broker of Record change requests
• Partner with internal departments to resolve client issues and escalations

Billing & Enrollment Support

• Provide invoice copies and assist with billing-related questions
• Support enrollment inquiries and enrollment clarification requests
• Coordinate with Eligibility and other internal departments to ensure accuracy of member information
• Assist with open enrollment materials and scheduling requests

Renewal & Retention Management

• Manage assigned renewal block for groups under 100 enrolled members
• Review upcoming renewals and proactively engage brokers and clients prior to contract expiration
• Conduct scheduled renewal outreach and account check-ins throughout the policy lifecycle
• Coordinate renewal discussions, benefit reviews, and plan option presentations with internal departments and sales partners as needed
• Identify retention and upsell opportunities based on client utilization, benefit usage, and market conditions
• Assist with implementation of renewal changes and approved plan modifications
• Maintain ongoing broker and client communication throughout the renewal process
• Monitor market trends and competitive conditions impacting renewal strategy
• Escalate renewal risks, client concerns, and retention challenges appropriately
• Maintain accurate renewal tracking, documentation, and follow-up activities

Administrative / Operational Support

• Maintain accurate records and update client profiles
• Support account reviews, implementation activities, and internal projects
• Assist with custom reporting and market turnaround requests
• Support product, benefit, and pricing communications
• Handle escalated issues within assigned block of business

• Time management and prioritization
• Attention to detail and accuracy
• Problem-solving and critical thinking
• Organization and multitasking
• Customer service orientation
• Cross-functional collaboration
• Verbal and written communication skills
• Ability to manage competing priorities in a fast-paced environment
• Decision-making within established guidelines
• Adaptability to changing business needs
• Ability to learn and apply products, benefits, systems, and processes
• Ability to work independently with moderate supervision
• Ability to manage multiple accounts and communication channels simultaneously
• Professionalism in client interactions and escalated situations

Behavioral:

• Collegiality: building strong relationships on company-wide, approachable, and helpful, ability to mentor and support team growth. 
• Initiative: readiness to lead or take action to achieve goals.
• Communicative: ability to relay issues, concepts, and ideas to others easily orally and in writing.
• Member-focused: going above and beyond to make our members feel seen, valued, and appreciated.
• Detail-oriented and thorough: managing and completing details of assignments without too much oversight.
• Flexible and responsive:  managing new demands, changes, and situations.
• Critical Thinking: effectively troubleshoot complex issues, problem solve and multi-task.
• Integrity & responsibility:  acting with a clear sense of ownership for actions, decisions and to keep information confidential when required.
• Collaborative: ability to represent your own interests while being fair to those representing other or competing ideas in search of a workable solution for all parties.

Minimum Qualifications:

• 2+ years of Account Management, Customer Service, or Sales or similar job function in an insurance industry related environment.
• Experience in Managed Care and/or healthcare account management preferred.
• Health and Life producer license required
• Regional travel required up to 30% throughout the year.  Enhanced travel demands in Q4 are essential within the assigned territory for success in this role. 
• As this role is a remote role, you are required to maintain internet service that allows you to complete your essential job duties without issue. Rates of 50 Mbps download and 10 Mbps upload while hardwired and not on a VPN are sufficient.

Preferred Qualifications:

• Capability to educate the client and manage expectations accordingly.

• Exhibit excellent relationship building skillset and mindset – able to coordinate involvement of company personnel, including support, service, and management resources in order to meet account performance objectives and customers’ expectations.
• Possess a forward-thinking mindset; regularly assess, clarify, and validate customer needs.
• Demonstrate exceptional written and oral communication.
• Assume additional responsibilities, including special projects as needed.
• The ability to work together as a team within your region and as a part of Account Management as a whole.  

At Avēsis, we strive to design equitable, and competitive compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current pay ranges for new hires in each zone are:

Zone A: $50,780.00-$84,640.00 Zone B: $55,320.00-$92,200.00 Zone C: $59,540.00-$99,240.00 FLSA Status: Hourly/Non-Exempt

This role may also be eligible for benefits and commission.

Please visit Avesis Pay Zones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your Recruiter.

We Offer

• Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
• Competitive compensation package.
• Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
• Life and disability insurance.
• A great 401(k) with company match.
• Tuition assistance, paid parental leave and backup family care.
• Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
• Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
• Employee Resource Groups that advocate for inclusion and diversity in all that we do.
• Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.

How To Stay Safe

Avēsis is aware of fraudulent activity by individuals falsely representing themselves as Avēsis recruiters. In some instances, these individuals may even contact applicants with a job offer letter, ask applicants to make purchases (i.e., a laptop or gift cards) from a designated vendor, have applicants fill out W-2 forms, or ask that applicants ship or send packages of goods to the company.

Avēsis would never make such requests to applicants at any time throughout our job application process. We also would never ask applicants for personal information, such as passport numbers, bank account numbers, or social security numbers, during our process. Our recruitment process takes place by phone and via trusted business communication platform (i.e., Zoom, Webex, Microsoft Teams, etc.). Any emails from Avēsis recruiters will come from a verified email address ending in @ Avēsiscom.

We urge all applicants to exercise caution. If something feels off about your interactions, we encourage you to suspend or cease communications. If you are unsure of the legitimacy of a communication you have received, please reach out to ITsupport@Avesis.com.

To learn more about protecting yourself from fraudulent activity, please refer to this article link (https://consumer.ftc.gov/articles/how-avoid-scam). If you believe you were a victim of fraudulent activity, please contact your local authorities or file a complaint (Link: https://reportfraud.ftc.gov/#/) with the Federal Trade Commission. Avēsis is not responsible for any claims, losses, damages, or expenses resulting from unaffiliated individuals of the company or their fraudulent activity.

Equal Employment Opportunity

At Avēsis, We See You.  We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic.  At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients.  We focus on recruiting, training and retaining those individuals that share similar goals.  Come Dare to be Different at Avēsis, where We See You!