Billing Success Specialist

Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

About the role

Serves as a dedicated, single point of contact for assigned key Customer Success Managers. Is an advocate, problem solver, and a trusted advisor for all aspects of billing. Works with key internal departments, and business partners to ensure they are receiving the support needed to achieve their goals and expectations. Proactively partners with all key external clients and maintains a productive relationship with brokers, employers, and policy holders. Responsible and accountable for escalated service levels (SLAs) and customer satisfaction.

Key Accountabilities

• Establishes self as the single point of contact for the Customer Success Manager

• Lends support as a subject matter expert for Billing.

• Report analysis/creation to measure SLA and identifying trends and issues. 

• Resolves queries / issues from Customer Success Managers as well as brokers and clients directly.

• Provides face to face support to external partners to include brokers, enrollers, employers and policy holders for billing education and training.

• Partners with IT and Sales Ops for understanding and recommending billing file management.

• Resolves CSM issues within established service level agreement parameters.

• Manages all service requests to completion from research, response and processing ensuring no gaps in servicing. 

• Acts as a formal lead, liaison, and resource for Customer Success Manager

• Works with internal Customer Success Manager to provide well thought out responses and handling of requests securing the Broker/Trustmark relationship is productive.

• Provides departmental support, reviewing reports, project representation, escalation research.

• Other duties as assigned. 

• Proactively reach out to internal partners to mitigate issues & risks and optimize time to value for clients and producers.

• Analyze incoming service request trends to anticipate and/or resolve ongoing issues.

• Based on trends, conduct ad hoc and/or formal training to ensure process and procedure accuracy

• Drive process improvement and innovation across billing operations to improve overall service efficiencies and effectiveness improving overall customer experience.

• Create tracking and trending analysis from requests to improve overall service.

• Presenting results of execution and relationship building to ELT, peers, etc

Minimum Requirements

• Insurance billing knowledge with prior customer service and/or voluntary benefits experience.

• Demonstrated high level proficiency in the following areas required:

• 5 or more years of experience in insurance operations 

• Knowledge of Trustmark’s billing, services, processes, and technology platforms

• Understand interdependencies/relationships with internal partners.

• Resolve complex issues and negotiate beneficial outcomes.

• Recognize opportunities to enhance/ strengthen the customer relationship.

• Ability to work independently and make good decisions, balancing customer requests and divisional objectives.

• Multi-task and prioritize workload while managing demands from external and internal clients.

• Strong interpersonal effectiveness

• Oral/ written communication skills

• Presentation skills

• Organizational skills

• Strong analytical skills

• Proficient in Microsoft office suite of products

Preferred

• BA or BS degree

The compensation range for this role is (based on the corporate location in Lake Forest, Illinois):

$59,170.18 - $85,468.60 per year

The final salary offer will be determined based on factors such as location, qualifications, experience, skill set, and other relevant factors. This position may also be eligible for bonus. We understand that compensation is an important factor when considering a new opportunity, and we strive to provide a competitive salary within the market.

Brand: Trustmark

In addition to compensation, we offer a comprehensive benefits package that includes: Health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.  For questions about compensation and benefits, please speak to the Recruiter if you decide to apply and are selected for an interview.

Trustmark is committed to leveraging the talent of a diverse workforce to create great opportunities for our people and our business.  We are an equal opportunity employer, including disability and protected veteran status.