Customer Engagement Specialist - New England

Position
Overview:

The Customer Engagement Specialist interacts with customers and potential customers to build relationships enhance their experience, and drive member engagement, with the goal of ensuring successful outcomes for every customer. The Customer Engagement Specialist works directly with clients to meet their unique needs to power engagement opportunities and solve specific hurdles with member engagement to produce the best outcomes. This position is responsible for educating end-users on new and existing services and programs available to current clients. This Specialist will work closely with Business Development and the entire Leadership Team. Candidate must reside in New England for on-site client visits.

Job Responsibilities:

• Combining efforts and fostering a collaborative environment within the company
• Communicating with clients to understand their needs and offer solutions to engagement issues
• Creating positive, long-lasting relationships with new and current clients
• Work with senior team members to identify and manage company engagement concerns that may prevent growth of the organization
• Work closely with Business Development to maintain client engagement activities in CRM
• Work with Data Management Specialist to develop reports needed to evaluate success of the engagement program
• Create Service Agreement packets and obtain signatures as part of onboarding new clients
• Develop engagement programs for each client with consideration to specific population and geographic challenges
• Frequent travel to client locations
• Perform onsite engagement activities with all clients to promote optimal employee engagement
• Order marketing materials as needed for clients and their employees

Job Skills & Qualifications:

• Demonstrated customer service and sales experience, excellent leadership and teamwork skills, advanced presentation abilities
• Strong written communication and interpersonal skills
• Attention to detail and strong organizational skills
• Advanced decision-making and the ability to think creatively
• Knowledge of typical employee benefits processes and procedures
• Basic knowledge of health insurance terminology (deductibles, out of pocket expenses, referrals, authorizations, procedure codes, etc…)
• Understanding of HIPAA and other topics related to patient privacy
  
• Must have valid driver's license and reliable transportation for meetings and client visits.

Education/Experience:

• Minimum of 2 years successful sales and account management or customer service experience, preferably in an insurance or benefits environment.

Working Conditions/Environment:

This is a hybrid position, allowing work from both home and Harlowe’s headquarters (New Hampshire). However, given the nature of this position, it is expected that a majority of the time spent in this position will be on-site with Harlowe’s clients throughout the New England Region. Client sites range from heavy manufacturing to typical office settings.

Physical Requirements:

• Minimal requirement to reach at or above shoulder level; occasional reaching below shoulder level required.
• Hand manipulation - equipment and controls, frequent; grasping and handling, occasional.
• Ability to travel throughout the territory required.
• Ability to work a flexible schedule, which may include night and weekends.
• Ability to tolerate prolonged sitting and/or standing and to lift up to approximately 50 pounds to waist high level whenever necessary.
• Mobility includes regular sitting, some standing and walking.