Customer Services Lobby Specialist (In person Troy & Detroit) - Health Alliance Plan

This position will require 5 days a week in person to provide customer service from the lobby area of the HAP building in Troy and New Center One location in Detroit. Availability to work in both locations to provide coverage as needed is expected.

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 recovery and retention; Educate members and prospective members to promote HAP as the health care coverage of choice.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• 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 pickup
  by 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.
• Document all incoming inquiries accurately in order 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 Client Services and maintain enhanced skill levels
  and performance.
• Interact with providers and their staff to obtain information for resolving customer inquiries/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 all duties and responsibilities of a Client Services Telephone Specialist as needed.
• Perform other related duties as assigned.