Customer Service Specialist

Hi,

We are hiring for our client, so please let me know if you are interested !

Job Title: Customer Service Specialist

Location: Howell, Michigan

Duration: 13 Weeks (With possible extension)

Pay Range : $20 per hour in W2

US Citizenship or Green Card Required !

Only Local Candidates are eligible to apply.

Shift Hours • M-F 9:00-5:00

Duties

• Job Summary: This position has the following primary objectives with respect to customer relations for all HAP product lines: (1) Provide follow-up and courteous and prompt resolution to member inquiries by conducting thorough investigations and fully educating members and customers; (2) Support corporate and departmental goals, member enrollment activities and product implementations; (3) Research, investigate and resolve service failures Improve the customer experience by identifying root causes, trends and recommend resolutions for service recovery and retention; (4) Educate members and prospective members to promote HAP as the health care coverage of choice

• Duties and Responsibilities:

• 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 in to track member inquiry history and trends

• Practice and maintain confidentiality to 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 of 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

Skills

• Required Skills & Experience:

• 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

• Preferred Skills & Experience:

• N/A

Education

• 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