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- Assist customers in a timely and accurate manner in phone interactions. Maintain quantity, timeliness, accuracy, and quality performance within established standards that support HMSA's ability to comply with customer performance requirements, while receiving and responding to inquiries. Conduct research for routine inquiries. Apply basic analytical and problem-solving skills to resolve customer inquiries and issues. Research relevant information and make recommendations. Manage inventory of inquiries and coordinate with departments.
- Resolve servicing interactions by documenting and closing customer cases. Work with peers, management, and HMSA business areas to bring accurate and quality resolution for customers while continuing to follow performance guidelines.
- Participate in training to learn the foundation and basics of servicing HMSA's customers. Participate in training to be proficient in servicing at least two HMSA plans.
- Participate in servicing customers through options other than the phone. This could be written or online inquiries, in-person servicing or performing off-line data or project work.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
Qualifications
- Associate's degree or equivalent combination of education and work experience.
- Effective verbal and written communication skills.
- Basic working knowledge of Microsoft applications, including but not limited to Word, Excel, Outlook, and PowerPoint.
- Intermediate PC knowledge and navigation proficiency.
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