Administrative/HR - Administrative Assistant: Akron

·      More than 1 year of experience performing same or similar responsibilities

·      Relevant experience includes:

·      Customer service

·      Call-center experience

·      Administrative support experience

·      BACKGROUND IN MEDICARE AND/OR HEALTH INSURANCE STRONGLY PREFERRED

Summary of Position

Provides personalized service to members and promptly works to answer questions and resolve concerns. Coordinates with management and other departments to effectively address member needs.

Minimum Qualifications

a. Formal Education Required

·      High School diploma or GED

·      College experience preferred

b. Experience & Training Required

·      More than 1 year of experience performing same or similar responsibilities

·      Relevant experience includes:

·      Customer service

·      Call-center experience

·      Administrative support experience

·      Background in Medicare and/or health insurance strongly preferred

c. Other Skills, Competencies and Qualifications

·      Demonstrate knowledge of Customer Service practices, including phone system operations and documentation workflows

·      Communicate effectively with others through written and verbal means

·      Facilitate working in Windows and organizing computer-based information

·      Balance need for decisive, professional demeanor with warm, non-confrontational, customer-first attitude

·      Project empathy, confidence, proper tone, and service-oriented attitude over the telephone

·      Operate standard office equipment such as a personal computer and headset

·      Adept keyboarding and computer skills, including WiFi, VPN access, and audio controls

·      Demonstrates ability to learn and practice knowledge of health insurance industry, including governing rules and regulations

·      Organize and manage time to complete tasks within designated time frames in a fast-paced environment

·      Demonstrates ability to learn and practice knowledge of and comply with regulatory, departmental, and company policies & procedures

·      Ability to maintain confidentiality of member health information and business information

·      Flexible: ability to adjust work hours to meet business demands; comfortable in a remote work environment

d. Level of Physical Demands

·      Sit for prolonged periods of time

·      Bend, stoop, and stretch

·      Lift up to 20 pounds

·      Manual dexterity to operate computer, phones, and standard office machines

Essential Functions

1.     Provide personalized service to members by phone, electronically, or in person regarding questions and issues related to:

·      Enrollment

·      Benefits

·      Eligibility

·      Billing

·      Claims

·      Authorizations

1.     Record all member inquiries and complaints in the tracking system, ensuring accurate documentation and appropriate routing for resolution

2.     Meet or exceed departmental production and quality standards for telephonic and written communications, as defined by company policies and procedures

3.     Treat all customers with respect, consistently utilizing empathy, education, and empowerment in every interaction

4.     Maintain and demonstrate knowledge of health insurance industry practices, including governing rules, regulations, and internal systems such as Amisys and Macess

5.     Perform all job functions with integrity, providing timely, professional, and cooperative service to both internal and external customers

6.     Exercise independent judgment and problem-solving skills to address member concerns and interpret procedures appropriately

7.     Communicate effectively through written and verbal means, projecting confidence and a service-oriented attitude over the telephone

8.     Organize and manage time efficiently to complete tasks within designated time frames in a fast-paced call center environment

9.     Maintain confidentiality of member health and business information and comply with all regulatory, departmental, and company policies and procedures

·      Performs all job functions with integrity

·      Provides timely internal and external customer service in a professional, cooperative, and respectful manner

1.     Moderate Complexity:

·      Independent judgment, decision-making, and problem solving are made in accordance with demands of the task being performed and/or interpreting procedures to appropriately perform responsibilities of the job