Work & Family Benefits, Inc. has assembled an experienced Account Management Team who can expertly implement, administer and maintain WFB’s client accounts. Each client has access to all team members, including the Senior Account Manager, Account Manager, Case Management & Quality Control Director and Lead Counselor.

• Senior Account Manager – The Senior Account Manager is responsible for all aspects of account management and relations. This includes implementation, ongoing member communications, quality control, customer satisfaction and utilization reporting.
  
  
• Account Manager – The Account Manager is the back-up for the senior account manager in all account management areas.
  
  
• Case Quality Manager – The Case Quality Manager maintains WFB’s strict quality control procedures in the case management process. The Case Quality Manager is also primarily responsible for training counselors.
  
  
• Lead Counselor – The Lead Counselor ensures that cases are worked completely and effectively, with an emphasis on quality. The Lead Counselor investigates all feedback between the client caller and counselor and reports to Case Quality Manager and Account Manager.