MetaSense Inc · 5 hours ago
Customer Services Specialist
Farmington Hills, MI
Full-time
Onsite
Entry, Mid Level
2+ years expMetaSense Inc is focused on enhancing customer relations for its HAP product lines. The Customer Services Specialist will provide prompt resolution to member inquiries, support corporate goals, and improve customer experience through effective communication and problem-solving.
Human Resources
Responsibilities
Respond to inquiries by telephone, mail and in person; research and answer inquiries, complaints and appeals by following all department standards, policies and procedures; direct inquiries to supporting departments for appropriate action and resolution
Educate existing and potential members on policies, procedures, product offerings, benefit plan and coverage provisions related to all HAP products
Document all incoming inquiries accurately in to track member inquiry history and trends
Practice and maintain confidentiality to Privacy and HIPAA regulations
Proactively seek training and development to enhance skills and abilities
Monitor workflow inbox and outstanding cases to ensure that all inquiries receive an appropriate response in a timely manner; contact members (by phone/or in writing), as needed, to ensure timely resolution and follow-up to inquiry
Interact with support departments in a professional manner to ensure member needs are met
Develop and maintain strong business relationships with inter-departments; continue to self-educate on changes in policies and procedures that occur in other departments which could have an impact on department operations and the servicing of member/customers
Attend training and development sessions or continuing education opportunities offered by Customer Service and maintain enhanced skill levels and performance
Interact with providers and their staff to obtain information for resolving customer inquiries and complaints
Ensure and maintain compliance of all department and corporate standards, policies and procedures
Recommend process improvements based on observations and trends identified while interacting with internal and external customers
Coordinate and assist with various departmental projects, member enrollment periods, outreach activities and corporate initiatives
Perform other related duties as assigned
Qualification
Required
Minimum of two (2) years of recent Customer Service or Call Center experience within the last three years
Must be dependable
Demonstrate a high degree of integrity, patience, maturity, empathy, tact and Diplomacy
Demonstrate problem solving skills, flexibility, good judgment and ability to provide service excellence
Demonstrate the ability to handle assigned projects from start to successful completion including appropriate follow-up and documentation
Demonstrate the ability to handle multiple priorities concurrently in a timely and accurate manner
Demonstrate strong interpersonal, listening, verbal communication and business writing skills
Demonstrate efficiency in using a PC and various Microsoft programs
Fundamental understanding of HMO/PPO/POS delivery system and claims billing
Must be able to work flexible shifts, overtime including evenings and weekends as requested and/or scheduled
Course in Medical Terminology (required completion within six months post-employment)
Associate's Degree OR a minimum of four (4) years of recent and related work experience in a customer service capacity may be considered in lieu of the degree
Company
MetaSense Inc
ONE OF THE FASTEST GROWING HEALTHCARE PLACEMENT TEAMS IN THE COUNTRY MetaSense, Inc.™ is a service-driven, Inc 5000 award-winning talent & technology company located in West Berlin, NJ, with offices in West Berlin, NJ and Philadelphia, PA.
Founded in 1999Voorhees, New Jersey, US
51-200 employeesFunding
Current Stage
Growth StageLeadership Team
John Hunter
Chief Operating Officer
Company data provided by crunchbase