LanceSoft, Inc. · 6 hours ago
CSR
Farmington, MI
Contract
Onsite
Entry, Mid Level
2+ years expLanceSoft, Inc. is seeking a Customer Services Specialist to enhance customer relations for all HAP product lines. The role involves resolving member inquiries, supporting corporate goals, and improving customer experience through thorough investigations and education.
Information Technology
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
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
Must Have: EPIC experience
Company
LanceSoft, Inc.
Established in 2000, LanceSoft is a pioneer in delivering top-notch Global Workforce Solutions and IT Services to a diverse clientele.
5001-10000 employees
H1B Sponsorship
LanceSoft, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (55)
2024 (32)
2023 (23)
2022 (25)
2021 (60)
2020 (80)
Funding
Current Stage
Late StageLeadership Team
Ram Karuppusamy
Chairman & CEO
Simon Dealy
Chief Financial Officer
Company data provided by crunchbase