Customer Services Specialist (Hybrid - Troy, MI) - Health Alliance Plan

About the position

The Customer Services Specialist position at Health Alliance Plan Henry Ford Health focuses on enhancing customer relations across all HAP product lines. The role involves providing prompt and courteous resolution to customer inquiries, supporting corporate goals, and improving the overall customer experience through effective communication and problem-solving. The specialist will engage with both internal and external customers to educate them about HAP products and services, ensuring compliance with policies and procedures while maintaining confidentiality.

Responsibilities

• Respond to inquiries by telephone, mail, and in person; research and answer inquiries, complaints, and appeals.
• Educate internal and external customers on policies, procedures, product offerings, and benefit plans related to HAP products.
• Document all incoming inquiries accurately to track member inquiry history and trends.
• Practice and maintain confidentiality to Privacy and HIPAA regulations.
• Monitor workflow inbox and outstanding cases to ensure timely responses to inquiries.
• Interact with support departments to ensure customer needs are met.
• Develop and maintain strong business relationships with inter-departments.
• Attend training and development sessions to maintain enhanced skill levels and performance.
• Interact with providers to obtain information for resolving customer inquiries/complaints.
• Recommend process improvements based on observations and trends identified during customer interactions.

Requirements

• Associate degree or a minimum of four years of related work experience in customer service may be considered in lieu of the degree.
• Minimum of two years of recent Customer Service or Call Center experience.
• Course in Medical Terminology (required completion within six months of post-employment).
• Demonstrate a high degree of integrity, patience, maturity, empathy, tact, and diplomacy.
• Strong interpersonal, listening, verbal communication, and business writing skills.
• Efficiency in using a PC and various Microsoft programs.

Nice-to-haves

• Demonstrate problem-solving skills, flexibility, good judgment, and ability to provide service excellence.
• Ability to handle multiple priorities concurrently in a timely and accurate manner.

Benefits

• Health insurance
• Dental insurance
• Tuition reimbursement