[vc_row][vc_column][vc_empty_space height=”10px”][/vc_column][/vc_row][vc_row][vc_column][vc_row_inner][vc_column_inner][vc_single_image image=”11874″ img_size=”full” alignment=”center” css=”.vc_custom_1582737064011{margin-top: 0px !important;}”][/vc_column_inner][/vc_row_inner][vc_column_text css=”.vc_custom_1579813006380{margin-top: 0px !important;}”]Ever wonder what it’s like to work in Client Services? Here’s a glimpse into the world of Andrea Knoy, Senior Account Service Representative at Apex Benefits.

Before you get to the office, how do you start your day?

My day starts at 5:45am when I wake up both of my teenagers. My 17 year old son is special needs – he’s on the autism spectrum and has developmental delays – so first I help him get ready, and then I start a load of laundry and get breakfast ready. Then I make sure my 15 year old daughter is up and I quickly get myself ready for work.

After they are off to school, I start heading to work. My first stop is Starbucks – every day – for an iced coffee. After a 20-minute commute, my day at Apex begins between 8 and 8:30 and I’m ready to roll.


What do you do in your role as a Senior Account Service Representative?

There’s no way to describe what every day will look like because no day is the same. So many things happen in a day, which is good. There is no boredom! It requires problem solving skills, thinking outside the box and staying two steps ahead – especially when it comes to claims issues.

I assist HR staff with adding new employees, terming employees who have left, claims/billing issues, pre-certifications, and implementation for new groups. It really depends on the time of year and the types of situations the clients are encountering.

I typically start out my day with a list of things I’d like to get done, but what dictates my day can quickly change based on requests that come in through email and by phone. But I am a task-oriented person so in Outlook, the Task function is what I use to track issues and make sure I get things done.


Who do you work with?

There are other Senior Account Service Representatives in my department, and we primarily work with Market Analysis team and the Account Executives. Sometimes I work with the Advisors or the leadership team if we’re gathering information for prospects or new client onboarding to ensure we’re meeting their needs. We also work sometimes with the Population Health and Financial and Analytics teams to gather renewal information for clients and come up with financial reports and claims history to present to clients.


What is your favorite part about your job?

The customer interaction. I enjoy being the go-to person for all our HR contacts and helping them work through whatever issues they may have.

Also, the learning aspect of the job. I’ve been in this business for 23 years and I still learn something new every day. The more I know, the more value I can bring to the team.


What is the most challenging part about your job?

Getting quick resolution to issues for employees and clients in a timely fashion is not always easy. Often it takes multiple follow ups to get things done.


What is the most rewarding part about your job?

Probably just getting things done. Being able to come in one morning with 25 things on the list and being able to check things off every day. The satisfaction of wrapping up programs and making sure issues are resolved.


What does a “typical day” look like for you?

A typical day involves emails from clients, account executives, carrier partners, and talking to our clients. Depending on the season, I might be creating open enrollment presentations and packets, gathering benefit summaries, and making sure our agency management systems are updated.

I’m at my desk quite a bit and spend a lot of time on email and the phone. Fortunately, I have a standing desk. Sometimes I get out of the office to touch base with clients in person for renewal meetings or mid-year reviews to make sure their service needs being met and determine if improvements can be made.


How do you wind down at the end of your workday?

I make dinner every night. After that, I might watch a TV show – typically cop shows like Live PD or First 48 Hours. I also go to college part time. I’m working toward an associate degree in Business Administration from Ivy Tech.


What is your favorite part about working at Apex?

My co-workers. We work hard, we play hard, and this is my extended family. The culture here is amazing and the way we give back to the community. Although Apex has grown, the original heart and culture of this company remains.


What are you looking forward to at Apex in 2020?

The move and some new adventures. Our projected growth over the next five years is exciting.

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