Account Concierge

1 week ago(1/11/2018 11:50 AM)
Job ID
# of Openings
Client Services


Who We Are: Reed Group is a dynamic, fast growing organization that works in a niche industry most commonly known as Third Party Administration. We are known for being a leader in managing absences for major companies including Fortune 100 companies. More specifically, instead of employers managing the process when an employee needs to go out on leave for FMLA (the family medical leave act) or for Short Term or Long Term Disability, we handle it for them. As a result we have a large customer operations team of talented individuals who manage our client’s employee cases.

We build the software (we have a large group of developers) to manage the entire work flow which is why you could easily think of us as a technology company. We also have a content business called MDGuidelines that contains treatment recommendations for best managing an employee back to work.

Right now we are over 1,900 employees (and growing daily).


The Reed Group Mission: We are about helping people get back to work. Often, this means helping people through difficult times in their lives. We help doctors do their best for their patients and we help employees protect their jobs. Our mission is: We believe there's a better way to help employers increase productivity, improve healthcare quality and help employees back to productive life.


PURPOSE:  The Account Concierge ensures that an exemplary level of support is provided to ReedGroup clients, our client’s employees, and all internal partners. The Account Concierge is considered a subject matter expert and is the direct point of contact for ReedGroup client contacts. The Account Concierge is expected to be fluent in client processes and expectations, facilitate discussions related to service challenges and/or potential optimizations, understand and address compliance questions, and work with the Account Executive to ensure a stable, forward moving delivery environment and long-term relationship building. The Account Concierge reports directly to a senior leader within the Client Services organization or a Senior Account Executive.



  • Addresses employees’ and employers’ inquiries related to Disability and Leave of Absence
  • Provides information and clarification to employees and employers on benefit plans and employer-specific policies. This includes addressing both individual inquiries as well as identifying and developing plans to address broader educational opportunities as they arise.
  • Investigates and resolves issues with escalated employee claim issues. Identifies root cause and works with internal partners to develop remediation plans as necessary.
  • Partners with internal Reed Group team, Client Disability Team and third party to resolve claim discrepancies
  • Serves as plan liaison in providing assistance to members filing claims and navigating internal resources
  • Works collaboratively with the Client Disability Team to identify trends in service/claims. Tracks, aggregates, and elevates any trends related to service delivery.
  • Recommends and implements process improvements.
  • Trains employees and employers on Reed Group applications and processes
  • Works to understand the client’s internal applications and processes to the extent that they interact with ReedGroup products and services.
  • Partners with Compliance team to ensure that Reed Group adheres to Disability and Leave of Absence regulations and works with the Account Executive to ensure proper communication of compliance notifications is provided to the client.
  • Leads departmental projects including requirements gathering, development of tools/processes, and implementation.
  • Attends Client Services meetings and calls, produces meeting notes, and conducts follow-up with Reed Group team and client as needed
  • Performs a variety of administrative duties in support of the Account Management Executive with a high level of attention to detail
  • Maintains all related documents and files with a high level of confidentiality and professionalism


  •  Attends department meetings and company meetings as required
  • Other duties as required
  • Travel will be required



  • Preferred Bachelor’s degree or a combination of relevant education and experience
  • Demonstration of diplomacy, good judgment, professionalism, analytical skills and the ability to handle confidential information
  • 3-5 years’ experience in Disability Management, FMLA, and Payroll Reconciliation
  • Strong interpersonal communication skills (Oral and written) and a positive attitude
  • Well organized, able to multi-task and identify priorities
  • Proficient computer skills and attention to detail
  • Microsoft Word, Excel and Powerpoint intermediate level experience


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