Customer Services Specialist

Overview

This position has the following primary objectives with respect to customer relations for all HAP product lines:

• Provide follow-up and courteous and prompt resolution to member inquiries by conducting thorough investigations and fully educating members and customers.
• Support corporate and departmental goals, member enrollment activities and product implementations.
• Research, investigate and resolve service failures. Improve customer experience by identifying root causes, trends and recommend resolutions for service recovery and retention.
• Educate members and prospective members to promote HAP as the health care coverage of choice.

• Respond to inquiries by telephone, mail and in person; research and answer inquiries, complaints and appeals by following all department standards, policies and procedures; direct inquiries to supporting departments for appropriate action and resolution.
• Educate existing and potential members on policies, procedures, product offerings, benefit plan and coverage provisions related to all HAP products.
• Document all incoming inquiries accurately to track member inquiry history and trends.
• Practice and maintain confidentiality in accordance with Privacy and HIPAA regulations.
• Proactively seek training and development to enhance skills and abilities.
• Monitor workflow inbox and outstanding cases to ensure that all inquiries receive an appropriate response in a timely manner; contact members (by phone or in writing) as needed, to ensure timely resolution and follow-up to inquiry.
• Interact with support departments in a professional manner to ensure member needs are met.
• Develop and maintain strong business relationships with inter-departments; continue to self-educate on changes in policies and procedures that occur in other departments which could have an impact on department operations and the servicing of member/customers.
• Attend training and development sessions or continuing education opportunities offered by Customer Service and maintain enhanced skill levels and performance.
• Interact with providers and their staff to obtain information for resolving customer inquiries and complaints.
• Ensure and maintain compliance with all department and corporate standards, policies and procedures.
• Recommend process improvements based on observations and trends identified while interacting with internal and external customers.
• Coordinate and assist with various departmental projects, member enrollment periods, outreach activities and corporate initiatives.
• Perform other related duties as assigned.

• Minimum of two (2) years of recent Customer Service or Call Center experience within the last three years.
• Must be dependable.
• Demonstrate a high degree of integrity, patience, maturity, empathy, tact and diplomacy.
• Demonstrate problem solving skills, flexibility, good judgment and ability to provide service excellence.
• Demonstrate the ability to handle assigned projects from start to successful completion including appropriate follow-up and documentation.
• Demonstrate the ability to handle multiple priorities concurrently in a timely and accurate manner.
• Demonstrate strong interpersonal, listening, verbal communication and business writing skills.
• Demonstrate efficiency in using a PC and various Microsoft programs.
• Fundamental understanding of HMO/PPO/POS delivery system and claims billing.
• Must be able to work flexible shifts, overtime including evenings and weekends as requested and/or scheduled.

Required

Education:

• Course in Medical Terminology (required completion within six months post-employment).
• Associate's degree
• OR
• A minimum of four (4) years of recent and related work experience in a customer service capacity may be considered in lieu of the degree.

N/A Required

Education:

• Course in Medical Terminology (required completion within six months post-employment).
• Associate's degree
• OR
• A minimum of four (4) years of recent and related work experience in a customer service capacity may be considered in lieu of the degree.

• Medical and Dental (Fast Tek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

All other content not essential to the role has been removed to improve clarity and focus on responsibilities and qualifications.