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Account Servicing Advocate II

HMSA
United States, Hawaii, Honolulu
818 Ke’eaumoku Street (Show on map)
Jan 31, 2025
Monitor calls in queue and unresolved group or member enrollment, eligibility and billing issues and inquiries. Handle and resolve elevated irate/complaint calls. Direct and regulate the resolution of routine issues and inquiries in order to meet deadlines, reassigning lower-level representatives' work based on assessments of intake flow and the representatives' individual capacities. Audit phone calls and email conversations to identify patterns, including proactively analyzing and evaluating systemic root problems. Take corrective action to address any identified problems/issues, including coaching peers or recommending improvement opportunities to management. Assist with training new team members into the unit. Lead activities to implement business rules or system enhancements and facilitate changes or improvements needed to correct problems and improve servicing for the unit. This includes conducting analysis, workflow or procedural testing and updating associated documentation. Lead the requirements definition, testing and implementation of unit projects as assigned. Resolve complex eligibility discrepancies due to differences between a member / group bill and the member's / group's payments. Resolve data discrepancies and other problems to maintain the integrity of the member records. Resolve enrollment, eligibility and billing issues and inquiries timely and accurately from members, employer groups and third party administrators by phone, email and written correspondence by: Researching and collaborating with other units or departments to find a solution Accurately updating member records Contacting external partners who provide services to HMSA's members Providing member or group education on enrollment, billing (bill presentment) and bill payment Performs all other miscellaneous responsibilities and duties as assigned or directed.