Membership Accounting Web Support Analyst

Responsibilities

• Respond to user inquiries through phone and email contact regarding website questions and production problems.
• Provide accurate, clear and complete information.
• Aid staff members within Administration who have questions about the HealthPartners website.
• Explain HealthPartners policies and provide assistance to resolve specific questions or problems regarding the website.
• Maintain utmost professionalism, a positive attitude and integrity in difficult situations and/or with group benefit managers, consultants, third party administrators, brokers, and internal customers within HealthPartners.
• Investigate and assist in the resolution of customer concerns regarding any service provided by or through HealthPartners website.
• Document the nature of customer concerns according to department procedures.
• Balance the responsibility of acting as the client advocate while maintaining/applying or representing HealthPartners policies and procedures.
• Meet specific department goals related to quality and quantity of calls.
• Cook up issue or problem resolution with other internal departments on behalf of the group benefit managers, consultants, third party administrators, brokers, and internal customers within HealthPartners.
• Act as an internal resource for Membership Accounting staff and other internal HealthPartners staff regarding complex website issues.
• Responsible for issue and trend identification and follow-up with the appropriate contact.
• Work with IS&T development staff in the creation and testing of enhancements and new applications.
• Assist with the implementation and documentation of Employer web applications and enhancements.
• Assist with the development of training materials and curriculum for Employer web applications.
• Assist in monitoring the progress of implemented solutions.
• Identify and implement processes and tools to manage all of the above.
• Identify areas for ongoing process improvement in areas that impact you individually, those within department, and cross-departmentally.
• Train users on implemented solutions.
• Attend employer group meetings and present website demos with the Sales department.
• Participate in meetings with other departments as necessary.
• Perform other duties as assigned.

Requirements

• Bachelor’s degree or equivalent experience (accounting or web applications).
• Two years customer service experience, preferably in the health care industry.
• Strong computer skills, including Microsoft Outlook, Word, and Excel or comparable applications.
• Strong Internet and web-site navigation skills.
• Strong analytical and problem-solving skills.
• Excellent time management skills.
• Excellent verbal and written communication skills.
• Ability to work and multi-task in a fast paced, continuously changing environment.
• Demonstrated leadership skills through maintaining a positive/professional attitude, and strong work ethic.
• Previous experience working with people on the phone.
• Demonstrated ability to work as an effective team member to improve internal and external customer satisfaction.
• Demonstrated ability to take the initiative and challenge the status quo on behalf of a customer.
• Demonstrated ability to solve complex problems.