Collections Support Analyst - Group Insurance
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About The Position
The Collections Support Analyst for Group Insurance will support Receivable and Suspense Management over an assigned book of business consisting of mid-level or complex customers. This role is accountable for issue resolution of Billing Related Customer inquiries through coordinated efforts with internal and external stakeholders. The analyst will support special internal functional projects and ad hoc requests, working cohesively with Subject Matter Experts (SME) to support the billing day-to-day tasks. They will be expected to anticipate, identify, and resolve complex issues/problems, escalate and communicate risks/issues to supervisors, and assist with resolution. The role involves performing incident notification and escalation to ensure problems, requests, and issues are communicated effectively and receive proper management attention. The analyst should understand root causes for customer dissatisfaction and recommend new tools or articulate how existing tools can improve overall customer satisfaction. Adherence to client Service Level Agreements (SLA's) and departmental product key performance requirements and reporting is expected. A basic understanding of how New Business, Enrollment, and Eligibility impacts the billing function is also necessary. Strong organizational skills are required to manage multiple priorities while working under tight time constraints, and the ability to work through ambiguity and effectively with global cross-functional teams using interpersonal skills is essential.
