Henry Ford Health · 5 hours ago
Customer Services Specialist (Hybrid - Troy, MI) - Health Alliance Plan
Troy, MI
Full-time
Hybrid
Entry, Mid Level
2+ years expHenry Ford Health is a leading academic medical center based in Detroit, offering a wide range of healthcare services. They are seeking a Customer Services Specialist to provide prompt resolution to customer inquiries, support member enrollment activities, and improve the overall customer experience.
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Responsibilities
Respond to inquiries by telephone (inbound and outbound), 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 internal and external customers and potential members on policies, procedures, product offerings, benefit plan and coverage provisions related to all HAP products
Document all incoming inquiries accurately 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 internal/external customers (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 internal and external customer 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 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/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
Associate 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
Course in Medical Terminology (required completion within six months post-employment) or two (2) years prior experience in the health care or health insurance field will be accepted in lieu of the medical technology course requirement
Minimum of two (2) years of recent Customer Service or Call Center experience
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
Benefits
Competitive health plan options
Three consumer-driven health plans (CDHPs)
A PPO plan
An HMO plan
Dental and eye care coverage
Tuition assistance
Family forming benefits
Discounts to dozens of businesses
Company
Henry Ford Health
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10001+ employees
H1B Sponsorship
Henry Ford Health 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 (212)
2024 (156)
2023 (134)
2022 (159)
2021 (140)
2020 (153)
Funding
Current Stage
Late StageTotal Funding
$40.27MKey Investors
Mort Harris
2020-06-04Grant· $0.27M
2018-04-09Grant· $20M
2016-12-05Grant· $20M
Leadership Team
Robert Riney
President and CEO
Recent News
2025-11-07
Company data provided by crunchbase