Account Servicing Advocate I

HMSA • Honolulu, HI

95d

About The Position

The position involves resolving enrollment, eligibility, and billing issues and inquiries from members, employer groups, and third-party administrators through various communication channels. The role requires collaboration with other departments, accurate record-keeping, and providing education to members regarding enrollment and billing processes. Additionally, the position supports the unit in performing reconciliations to identify discrepancies and ensure timely corrections. Quality assurance audits of customer inquiries and member updates are also part of the responsibilities, along with recommending improvements for processing efficiency and customer satisfaction. Training and development responsibilities are included, as well as miscellaneous duties as assigned.

Requirements

• Associate's degree and one year of related work experience or equivalent combination of education and experience.
• Effective verbal and written communication skills.
• Attention to detail and ability to work on multiple projects simultaneously.
• Working knowledge of general office practices and procedures.
• Basic knowledge of Microsoft Office applications including Word, Excel, and Outlook.

Responsibilities

• Resolve enrollment, eligibility, and billing issues and inquiries from members, employer groups, and third-party administrators by phone, email, and written correspondence.
• Research and collaborate with other units or departments to find solutions.
• Accurately update member records.
• Contact external partners who provide services for/to HMSA's members.
• Provide member or group education on enrollment, billing, and bill payment.
• Support unit in performing enrollment and billing reconciliations to identify discrepancies.
• Initiate accurate and timely corrections/resolutions of internal and external processing systems.
• Support daily enrollment functions including processing of enrollments, disenrollments, and maintenance for members.
• Perform quality assurance audits of customer inquiries and member updates.
• Recommend improvement opportunities based on patterns or risk assessments.
• Perform miscellaneous responsibilities and duties as assigned.

What This Job Offers

• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees