Account Servicing Advocate I

Duties And Responsibilities

• Resolve enrollment, eligibility and billing issues and inquiries timely and accurately from members, employer groups and third party administrators by phone, email and written correspondence.
• Research and collaborate with other units or departments to find a solution.
• Accurately update member records.
• Contact external partners who provide services for/to HMSA's members.
• Provide member or group education on enrollment, billing (bill resentment) and bill payment.
• Support unit in performing enrollment and billing reconciliations activities for purpose of identifying discrepancies and initiating accurate and timely correction/resolution of internal as well as external processing systems.
• Support unit in daily enrollment functions to include processing of enrollments, disenrollment's and maintenance for members.
• Perform quality assurance audits of customer inquiries and member updates within constrained timeframes.
• Based on patterns or risk assessment, recommend improvement opportunities to provide processing efficiency and increase customer satisfaction.
• These can include but are not limited to identifying processing or servicing issues that can be addressed by a system or a workflow solution.

Qualifications

• Associate's degree and one year of related work experience or equivalent combination of education and experience.
• Effective verbal and written communication skills.
• Requires attention to detail and the ability to work on multiple projects simultaneously.
• Working knowledge of general office practices and procedures.
• Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, and Outlook.