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Lead Customer Service Support (Hybrid - Troy, MI) - Health Alliance Plan

Henry Ford Health System
United States, Michigan, Troy
Apr 22, 2025
General Summary: The Lead Customer Service Support role will serve as the SME for the Customer Services department regarding reporting, workforce management, and system operations. Also, assist Customer Services leadership with various projects of a highly complex nature related to the Customer Services Business Model to improve service to members. Principal Duties and Responsibilities: Act as departmental SME in order to provide guidance, direction and assistance to the Customer Services Specialists and Lobby Specialist. Research and answer unknown benefit or procedural questions. Assist Customer Services leadership in workforce management activities, including scheduling, time off review, queue management, and forecasting and providing administrative support. Maintain working knowledge of all responsibilities of the Lobby Specialist and call center specialist to provide education, training, efficiency and service to the specialists or members if needed. Assist with various corporate process planning, departmental projects and member enrollment periods and other outreach activities. Provide support to Customer Services Training & Quality team to identify procedural information necessary for the ongoing development of the Client Services Specialists. Provide the staff and department management team with additional leadership support and assume an acting role in the absence of the Department Supervisor as assigned, including attending meetings with or on behalf of the supervisor and/or manager. Perform all duties and responsibilities of a Customer Services Specialist. Maintain, analyze and schedule departmental statistical reports and surveys in a timely manner making recommendations for improvements as needed. Assist department leadership with external vendor management projects within Customer Services. Liaison for all system operations in order to partner with internal and external customers to resolve any issues, provide information for system updates and implementations, submit PCR, and communication with IS Helpdesk. Assist with monitoring the Lobby Specialist in boxes on a weekly basis to ensure that Lobby specialists are responding to inquiries in an appropriate and timely manner. Lead projects that support Customer Services business model activities. Ensure that all support and services delivered to internal and external customers are completed with high quality and in a timely effective manner. Perform other related duties as assigned. Education/Experience Required: Associate's Degree or minimum of four (4) years of customer service experience in a call center environment may be considered in lieu of degree. At least two (2) years' experience in a client service or customer service role within the last three years. At least one (1) year of working experience with HMO/PPO/POS/ Federal Employee Health Plan and traditional health care delivery systems, benefits and riders, eligibility and Direct Pay programs and rates. Preferred: Minimum of one (1) year of experience in project management of corporate-wide projects and initiatives of a highly complex nature. Skills and Abilities: Excellent written and verbal communication skills. Must be able to manage multiple priorities. Must have good judgment interpreting policies and procedures. Must have strong logic and problem solving skills. Must have demonstrated leadership skills. Must possess a high degree of maturity, poise, flexibility and good judgment in responding to inquiries from customers. Must have well-developed human relation skills including maintaining confidentiality. Must be able to work in a stressful environment. Must work well independently and as part of a team. Basic understanding of accounting principles. Working comprehension of PC input and maintenance functions. Knowledge of Health Alliance Plan benefits and riders, eligibility and Direct Pay programs and rates preferred. Understanding of the functions of departments requiring interaction with Client Services. Familiarity with the administration, policies and procedures that apply to the guidelines of the Centers for Medicare & Medicaid Services (CMS). Strong knowledge of PC input, windows environment and maintenance functions. Basic understanding of HMO/PPO/AHL and traditional health care delivery systems. Must be able to work flexible shifts. Additional Information Organization: HAP (Health Alliance Plan) Department: Customer Service Shift: Day Job Union Code: Not Applicable