Employer Service Coordinator

Department: Employer Services

Location: Columbus, IN

Pay Type: Hourly

Employment Type: Full Time

 

Employer Services Coordinator

Position Definition

This is an exempt position   reporting to the Director of Employer Services.  The Employer Services Coordinator is   responsible for owning, analyzing and coordinating the resolution of employer   and broker administrative inquiries. This position focuses on problem   resolution and process improvement throughout the organization. When an   Employer Service Coordinator receives an inquiry, the resolution needs to be   immediate or the escalation to management process should be followed.  Once the initial inquiry is resolved,   research begins to identify the root cause or foundation of the failure that   caused the employer/broker to inquire. It is critical that the Employer   Service Coordinator continuously develops and maintains relationships with   both internal and external SIHO customers. (Note: Employers referenced here   are defined as any client for whom SIHO administers a benefit plan. This   includes TPA, Fully Insured, Flex, HRA, Worker Compensation, Dental, Life and   Short Term Disability).

 

Key Responsibilities:

      
  • Primary day-to-day contact for the IU Health Employee        Plan and Partner Product groups.
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  • Provide primary support for IU Health Plan clients        and brokers when initial efforts to resolve an issue are not successful.       
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  • Educate the client and brokers about online        resources, plan language, and the extent of our administrative issue.  Promote the use of the appropriate        department in future calls.
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  • Identify and communicate process improvement        opportunities to prevent repeat calls on the same topic.
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  • Communicate failures and communication opportunities        to appropriate SIHO departments for prompt resolution.  Follow-up to assure the proposed        resolution meets client's expectations. Follow up internally to confirm        solutions are in place or escalate issues to the Director of Employer        Services for additional support in resolving the issue.
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  • Actively engage in tasks that continuously reduce        repeat calls to all departments and escalated calls to Employer Services        Team.
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  • Create and update appropriate documents (example:        Highlight Sheets) that assist in improving SIHO's service to customers.
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  • Assist in preparation and quality management of        weekly, monthly and quarterly inquiry resolution reports released to Sr.        Staff and Account Management.
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  • Serve as liaison to all SIHO departments for research        and resolution of client inquiries.
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  • Assist in monitoring Member Services calls to        identify process and scripting improvement opportunities with the        ability to produce a written corrective action plan to appropriate        department leader.  Follow up to        the corrective action plan is required to ensure proper implementation.
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  • Assist with new account implementations, client        orientations, open enrollment sessions and quarterly reviews, as needed.       
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  • Assist in the development of and the implementation        of internal controls and procedures.
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  • Must be able to travel to other locations and at        times may require an overnight stay.

Minimum Skills Requirement:

      
  • Possess a passion for customer service
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  • Two year's experience in sales, marketing or customer        service related environment.
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  • Good knowledge of the managed health care industry,        with three or more years of experience preferred
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  • Demonstrated ability to solve complex benefits        problems
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  • Excellent writing and speaking skills
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  • Computer literate in Microsoft Excel and Word.        (Experience with Access helpful)
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  • Ability to work at a self-directed pace in a        changing, multi-task environment
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  • Professional appearance and presence
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  • Must be able to travel to other locations and at        times may require an overnight stay
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  • Bachelor's Degree preferred or equivalent work        experience
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