A benefits professional speaking on the phone while working on a laptop at an office desk.

Key Takeaways

  • When a carrier assigns an account manager to each client or group they serve, it provides brokers and employers with a consistent point of contact after implementation and throughout the ongoing benefits relationship, helping build trust and loyalty.
  • Strong ancillary carrier support depends on coordination across account management, customer service, sales, renewal and operational teams.
  • Clear ownership and proactive communication help reduce administrative friction when changes or service needs arise.
  • A connected service model combines accountable human support with technology that simplifies benefits administration.

When it comes to choosing an ancillary benefits carrier, the focus tends to lean toward coverage itself: plan options, pricing, network access and product fit. But once a group is live, the effectiveness of the plan and the support provided along the way are what really matter in the long run. And that relationship is defined by how the carrier provides for the people managing that coverage.

Brokers need answers they can trust when employers need assistance. HR teams need support when enrollment changes, administrative issues or renewals require attention. Without clear ownership, even simple requests create unnecessary back-and-forth between departments.

Dedicated account management streamlines communication by providing brokers and employers a single resource to help coordinate their account needs.

What Is the Role of a Dedicated Account Manager?

A dedicated account manager from a provider serves as the employer group’s primary point of contact when they need answers quickly. Effective account managers develop an understanding of the account, connect brokers and employers with the appropriate internal resources and help keep day-to-day account activity moving.

Depending on the situation, an account manager may navigate internal teams and provide support with issues that arise like:

  • Enrollment support
  • Eligibility support
  • Billing support
  • Service requests
  • Open enrollment preparation
  • Renewal planning
  • Organizational changes, including acquisitions or new locations

How Dedicated Account Managers Coordinate Support

Supporting an employer group often involves several specialized teams. Understanding how those functions work together can help brokers evaluate whether a carrier’s service model provides clear ownership without requiring them to navigate multiple departments.

New Business Implementation

The implementation team manages the onboarding process and helps establish the foundation for ongoing account management. Depending on the carrier, this may include coordinating implementation calls, collecting required information, configuring systems and files, establishing enrollment connections, and providing policies, certificates or ID cards.

Day-to-Day Support

Once onboarding is complete, the dedicated account manager assumes responsibility for the ongoing relationship with the broker and employer. Account managers may help clients understand their benefits, provide strategic, consultative support for plan coverage, support employee education and engagement, coordinate service needs and serve as a point of escalation when an issue requires additional attention.

Client Success

Client success teams can provide administrative support for the account, including billing and eligibility, portal questions, enrollment connections, commissions and system issues. They may also support renewals, integrations and other operational needs, allowing the account manager to coordinate with specialized teams rather than requiring brokers or employers to determine where each request belongs.

Agent Care

Agent care teams can support broker-specific needs such as appointments and licensing. Having a defined resource for these questions gives brokers a clear place to turn when administrative requirements affect their relationship with a carrier.

How Renaissance’s Service Model Works in Practice

Renaissance combines dedicated account management with specialized teams and technology to provide brokers and employers with both self-service options and personalized support. Tools like RenConnect, employer and member portals give users access to routine benefits information and administrative functions, while the RenSecureHealth app provides another way to manage benefits. When a question or issue requires more support, our teams remain available to provide personalized assistance.

In short:

  • Every Renaissance group gets a dedicated account manager, regardless of group size.  
  • That account manager serves as the primary point of contact after onboarding and throughout the account lifecycle, acting as a facilitator/advocate rather than just a generic support contact.
  • Dedicated account management is paired with clear escalation paths and cross-functional teams like client success, implementation and agent care.  
  • Account managers are dedicated to providing proactive communication and same-day responsiveness as much as possible, with a goal of handling 95% of work within two business days or less.
  • Account managers monitor service KPIs after implementation and gather broker feedback throughout the plan’s duration to identify opportunities for improvement.  
  • Account managers combine dedicated support with self-service tech like RenConnect, for file feed data integrations, employer and member portals, so routine tasks can be handled digitally while people step in when needed.

Frequently Asked Questions

How do Renaissance dedicated account managers support brokers and employers?

Our account management team takes over client servicing once onboarding is complete and serves as a facilitator and advocate for brokers and clients every step of the way thereafter. They help clients understand their benefits, support employee education and engagement and work with brokers and the client success team to navigate and resolve service issues.

Does every Renaissance group receive a dedicated account manager?

Yes. Every Renaissance group is assigned a dedicated account manager, regardless of group size, providing consistent account support throughout the relationship.

How are Renaissance account managers different from customer service?

Renaissance account managers oversee the ongoing broker-client relationship, serving as facilitators and advocates and helping to navigate service escalation issues. The client success team provides personalized administrative support for issues such as billing, eligibility, portal assistance, commissions and system defects, and works directly with account managers to help resolve service issues.

How do Renaissance’s technology tools work with dedicated account management?

Renaissance combines self-service technology with dedicated account management. Integration tools like RenConnect, client portals and the RenSecureHealth app support routine administrative tasks, while dedicated account managers provide personalized guidance, coordination and ongoing account support when brokers and employers need it.

Service That Supports the Relationship Beyond Enrollment

The carrier relationship continues long after a group is onboarded. Brokers need confidence that their clients will have the support they need when changes occur, questions arise and renewals approach.

At Renaissance, we combine dedicated account management with specialized expertise to make benefits administration easier to manage. As a result, brokers and employers spend less time navigating administrative processes and more time focused on their people. Learn more about how Renaissance can provide you or a group you manage with support that makes a difference at every stage of the partnership.

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