Web Communications Analyst (Hybrid - Troy, MI) - Health Alliance Plan

EDUCATION/EXPERIENCE REQUIRED:

• Associate degree or 48 credit hours passed or four (4) years equivalent experience in related field. 
• Two (2) years of demonstrated web/email-customer service, and/or other social media experience.
• Two (2) years of demonstrated problem resolution and root cause analysis which reflects the ability to handle escalated and or complex inquiries.
• Demonstrated experience and knowledge of various software programs, such as Windows, Microsoft Word, and Microsoft Excel.
• Demonstrated ability to compose business related written communication.
• Must demonstrate a very high degree of maturity, poise, flexibility and good judgment in responding to inquiries from customers.
• Must be dependable.
• Demonstrated problem solving, critical thinking, analytical and judgment skills.
• Work effectively with diverse people; strong interpersonal skills, using tact and diplomacy.
• Demonstrated verbal communication and strong business writing skills including creating and presenting presentations.
• Demonstrated ability to compose business related written communication.

 EDUCATION/EXPERIENCE PREFFERED:

• Bachelor’s Degree in Health Care, Business or related field of study preferred. 
• Experience working in Pega Customer Relationship Manager/Appeal and Grievance preferred.
• A working knowledge of appeals, grievances, inquiries and the specific processes of how they should be processed preferred.
• Demonstrated experience in applying analysis and research techniques and experience in coordinating projects and obtaining results.
• Demonstrate the ability to organize, prioritize and handle multiple priorities concurrently in a timely and accurate manner with minimal supervision.
• Demonstrate the ability to handle assigned projects from start to successful completion including appropriate follow-up and documentation.
• Detailed understanding of HMO, PPO, Medicare, MMP, DSNP Medicaid, Qualified Health Plans through Health Care Reform, Self-funded and traditional health care delivery systems and benefits.
• Demonstrated technical understanding of database-oriented computer systems.
• Two (2) years of customer service experience in an office setting as a professional; health care preferred.