Lead Customer Service Support (Hybrid - Troy, MI) - Health Alliance Plan

🔍 Troy, Michigan

New

📁: Clinical/Allied Health

📅   : 256013 Requisition #

📅   : 3 days ago Post Date

General Summary:

The Lead Customer Service Support role will serve as the SME for the Customer Services department regarding reporting, workforce management, and system operations. Also, assist Customer Services leadership with various projects of a highly complex nature related to the Customer Services Business Model to improve service to members.

Principal Duties and Responsibilities:

Act as departmental SME in order to provide guidance, direction and assistance to the Customer Services Specialists and Lobby Specialist. Research and answer unknown benefit or procedural questions.
Assist Customer Services leadership in workforce management activities, including scheduling, time off review, queue management, and forecasting and providing administrative support.
Maintain working knowledge of all responsibilities of the Lobby Specialist and call center specialist to provide education, training, efficiency and service to the specialists or members if needed.
Assist with various corporate process planning, departmental projects and member enrollment periods and other outreach activities.
Provide support to Customer Services Training & Quality team to identify procedural information necessary for the ongoing development of the Client Services Specialists.
Provide the staff and department management team with additional leadership support and assume an acting role in the absence of the Department Supervisor as assigned, including attending meetings with or on behalf of the supervisor and/or manager.
Perform all duties and responsibilities of a Customer Services Specialist.
Maintain, analyze and schedule departmental statistical reports and surveys in a timely manner making recommendations for improvements as needed.
Assist department leadership with external vendor management projects within Customer Services.
Liaison for all system operations in order to partner with internal and external customers to resolve any issues, provide information for system updates and implementations, submit PCR, and communication with IS Helpdesk.
Assist with monitoring the Lobby Specialist in boxes on a weekly basis to ensure that Lobby specialists are responding to inquiries in an appropriate and timely manner.
Lead projects that support Customer Services business model activities. Ensure that all support and services delivered to internal and external customers are completed with high quality and in a timely effective manner.
Perform other related duties as assigned.

Education/Experience Required:

Associate’s Degree or minimum of four (4) years of customer service experience in a call center environment may be considered in lieu of degree.
At least two (2) years’ experience in a client service or customer service role within the last three years.
At least one (1) year of working experience with HMO/PPO/POS/ Federal Employee Health Plan and traditional health care delivery systems, benefits and riders, eligibility and Direct Pay programs and rates.

Preferred:

Minimum of one (1) year of experience in project management of corporate-wide projects and initiatives of a highly complex nature.

Skills and Abilities:

Excellent written and verbal communication skills.
Must be able to manage multiple priorities.
Must have good judgment interpreting policies and procedures.
Must have strong logic and problem solving skills.
Must have demonstrated leadership skills.
Must possess a high degree of maturity, poise, flexibility and good judgment in responding to inquiries from customers.
Must have well-developed human relation skills including maintaining confidentiality.
Must be able to work in a stressful environment.
Must work well independently and as part of a team.
Basic understanding of accounting principles.
Working comprehension of PC input and maintenance functions.
Knowledge of Health Alliance Plan benefits and riders, eligibility and Direct Pay programs and rates preferred.
Understanding of the functions of departments requiring interaction with Client Services.
Familiarity with the administration, policies and procedures that apply to the guidelines of the Centers for Medicare & Medicaid Services (CMS).
Strong knowledge of PC input, windows environment and maintenance functions.
Basic understanding of HMO/PPO/AHL and traditional health care delivery systems.
Must be able to work flexible shifts.

Overview

HAP is a Michigan-based, nonprofit health plan that provides health coverage to individuals, companies and organizations. A subsidiary of Henry Ford Health System, we partner with doctors, employers and community groups to enhance the overall health and well-being of the lives we touch. With more than 1,100 dedicated and passionate employees, our goal is to make health care easy for our members.

Under the leadership of President and CEO Robert G. Riney, Henry Ford Health is a

$6 billion integrated health system comprised of six hospitals, a health plan, and 250+ sites

including medical centers, walk-in and urgent care clinics, pharmacy, eye care facilities and

other healthcare retail. Established in 1915 by auto industry pioneer Henry Ford, the health system

now has 32,000 employees and remains home to the 1,900-member Henry Ford Medical Group, one

of the nation’s oldest physician groups. An additional 2,200 physicians are also affiliated with the

health system through the Henry Ford Physician Network. Henry Ford is also one of the region’s

major academic medical centers, receiving between $90-$100 million in annual research funding and

remaining Michigan’s fourth largest NIH-funded institution. Also an active participant in medical

education and training, the health system has trained nearly 40% of physicians currently practicing

in the state and also provides education and training for other health professionals including nurses,

pharmacists, radiology and respiratory technicians. visit HenryFord.com.

Benefits

Whether it's offering a new medical option, helping you make healthier lifestyle choices or

making the employee enrollment selection experience easier, it's all about choice. Henry

Ford Health System has a new approach for its employee benefits program - My Choice

Rewards. My Choice Rewards is a program as diverse as the people it serves. There are

dozens of options for all of our employees including compensation, benefits, work/life balance

and learning - options that enhance your career and add value to your personal life. As an

employee you are provided access to Retirement Programs, an Employee Assistance Program

(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness

and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other

benefits and services. Employee's classified as contingent status are not eligible for benefits

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.

Lead Customer Service Support (Hybrid - Troy, MI) - Health Alliance Plan

🔍 Troy, Michigan

Overview

Benefits

Equal Employment Opportunity/Affirmative Action Employer

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