This position requires in person attendance 8:30-5 Monday-Friday at the HAP corporate building in Troy, MI.

General Summary:

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; Accept all monies directly (in person) and indirectly (by mail) submitted by subscribers and groups.Accurately maintain Lobby funds through daily reconciliation of the Lobby fund balances. Support corporate and departmental goals, member enrollment activities and product implementations; Research, investigate and resolve service failures.Improve the customer experience by identifying root causes, trends and recommend resolutions for service recoveryandretention; Educatemembersandprospective memberstopromote HAP asthehealth care coverageof choice.

PrincipalDutiesandResponsibilities:

• Receive individual policy and group payments, ensure accuracy and deliver service excellence. Reconcile the daily cash fund balance and report accurately. Perform daily bank drops by preparing deposit slips, maintain deposit log and ensure deposits are properly secured and available for pickupby the courier.
• Communicate promptly with management, Receivables Department and Bank personnel to resolve all issues related to deposits.Generate reports of financial activities, calculating input and output of the daily/monthly monies and calculate all reconciliations accurately.
• 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.
• Documentallincominginquiriesaccuratelyinordertotrackmemberinquiryhistoryandtrends.
• 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.
• Interactwithsupportdepartmentsinaprofessionalmannertoensurememberneedsaremet.Develop andmaintainstrongbusinessrelationshipswithinter-departments;Continuetoself-educateon changesinpoliciesandproceduresthatoccurinotherdepartmentswhichcouldhaveanimpacton department operations and the servicing of member/customers.
• AttendtraininganddevelopmentsessionsorcontinuingeducationopportunitiesofferedbyClient Services and maintain enhanced skill levels and performance.
• Interactwithprovidersand theirstafftoobtaininformationforresolvingcustomer inquiries/complaints.
• Ensureandmaintaincomplianceofalldepartmentandcorporatestandards,policiesandprocedures.
• Recommend process improvements based on observations and trends identified while interacting with internal and external customers.
• Coordinateandassistwithvariousdepartmentalprojects,memberenrollmentperiods,outreachactivities and corporate initiatives.
• PerformalldutiesandresponsibilitiesofaClientServicesTelephoneSpecialistasneeded.

• Associate'sDegreeinBusinessorrelatedfieldrequiredorminimumof48hoursofcollegecredits passed
• CourseinMedicalTerminology(requiredcompletionwithinsixmonthsofpost-employment)

ExperienceRequired:

• Minimum of two (2) years of recent Customer Service or Call Center experience within the last three years.
• Minimum of two (2) years of Banking or Cash handling experience including reconciliation and balance of all monies with accuracy.
• Demonstratedexperienceoperatingacalculatorefficiently.
• 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.

• Organization: HAP (Health Alliance Plan)
• Department: Customer Service
• Shift: Day Job
• Union Code: Office/Non-Exempt, HAP