Strategic Staffing Solutions is currently looking for a Customer Services Specialist for a W-2 contract opportunity!

Customer Services Specialist Location:

Farmington Hills, MI Schedule:

Onsite Duration:

3 months (13 weeks with opportunity for extension)

Role Type:

W2

Contract Work Hours/Shifts:

Must be able to work flexible shifts, overtime including evenings and weekends as requested and/or scheduled. Top Skills Minimum of two (2) years of recent Customer Service or Call Center experience within the last three years. Fundamental understanding of

HMO/PPO/POS

delivery system and claims billing. Demonstrate efficiency in using a PC and various Microsoft programs. Education

• Course in Medical Terminology (required completion within six months post-employment).
• Associate's Degree OR
• A minimum of four (4) years of recent and related work experience in a customer service capacity may be considered in lieu of the degree.

Engagement Summary:

This position has the following primary objectives with respect to customer relations for all HAP product lines: (1) Provide follow-up and courteous and prompt resolution to member inquiries by conducting thorough investigations and fully educating members and customers; (2) Support corporate and departmental goals, member enrollment activities and product implementations; (3) Research, investigate and resolve service failures. Improve the customer experience by identifying root causes, trends and recommend resolutions for service recovery and retention; (4) Educate members and prospective members to promote HAP as the health care coverage of choice.

Skills Required Skills & Experience:

• Minimum of two (2) years of recent Customer Service or Call Center experience within the last three years.
• Must be dependable.
• Demonstrate a high degree of integrity, patience, maturity, empathy, tact and Diplomacy.
• Demonstrate problem solving skills, flexibility, good judgment and ability to provide service excellence.
• Demonstrate the ability to handle assigned projects from start to successful completion including appropriate follow-up and documentation.
• Demonstrate the ability to handle multiple priorities concurrently in a timely and accurate manner.
• Demonstrate strong interpersonal, listening, verbal communication and business writing skills.
• Demonstrate efficiency in using a PC and various Microsoft programs.
• Fundamental understanding of

HMO/PPO/POS

delivery system and claims billing.

Duties and Responsibilities:

• 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 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 Customer Service and maintain enhanced skill levels and performance.
• Interact with providers and their staff to obtain information for resolving customer inquiries and 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 other related duties as assigned.

"Beware of scams. S3 never asks for money during its onboarding process." Expected hours: 40.0 per week

Benefits:

Health insurance Application Question(s): Are you able to work flexible shifts, overtime including evenings and weekends as requested and/or scheduled.

Education:

Associate (Required)

Experience:

call center or customer service: 2 years (Required)

Location:

Farmington Hills, MI 48331 (Required)

Work Location:

In person