Job Description
Enrollment and Billing is the important first-line of contact with customers, setting the tone for how members view our company. It provides members with the right information at the right time to help them make better decisions about their health and health care.
-Process accurate and timely eligibility into Aetna Systems utilizing Aetna policy guidelines and in accordance with key performance measures.
-Provide IVL Exchange membership with accurate bills and members with timely and accurate ID cards and audit cert lists.
-Improvement of financial results by reducing losses associated with non-payment.
-Ensures collected reconciled dollars are allocated across benefits and structure.
-Responsible for servicing customers by processing enrollments, account receivable inquiries in an accurate and timely manner.
-Develop and enhance customer relationships and assists others to accomplish the same by responding to customer inquiries to resolve customer concerns accurately and timely.
-Strives to exceed customer expectations via all communications.
-Must adhere to HIPPA compliance requirements.
Fundamental Components & Physical Requirements
-Intermittent communication with customers via telephone, written correspondence, fax, web, and/or electronic mail to respond to inquiries and resolve concerns, including those of a difficult and challenging nature; takes responsibility for following-through and bringing outstanding issues to closure.
-Processes enrollments, account receivable inquiries, and/or electronic work queues accurately and efficiently. Researches customer inquiries and information by effectively using the all available Policies and Procedures.
-Quickly assesses and applies information to various customer situations.
-Investigates, analyzes and resolves outstanding issues to achieve customer satisfaction; uses a systematic approach in solving problems for enrollment, accounts receivable through analysis and evaluation of information and alternate solutions.
-Anticipates and quickly identifies customer needs; acts independently and manages own activities with minimal supervision and direction to meet customer needs using sound decision making; applies good judgment and logic in evaluating and resolving difficult enrollment, accounts receivable or claims issues.
-Employs full understanding of all products. Maintains enrollment, accounts receivable, and performance levels while working on customer related and other special projects.
-Serves as a training resource and mentor to others.
-Shares ideas to increase productivity and efficiency.
-Seeks avenues for developing professional expertise and actively pursues new learning opportunities which support the company’s goals and objectives.
-Promotes a positive team environment; acknowledges others’ contributions and provides feedback to team members.
-Encourages others to demonstrate professionalism and present a positive image of the company when interacting with customers.
-Performs other related duties as required.
-Overtime and schedule flexibility required based on business needs.
Pay Range
The typical pay range for this role is:
Minimum: 17.00
Maximum: 27.16
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications
-Minimum of one year recent and related Contact Center customer service or enrollment, accounts receivable.
-Experience in providing/accepting constructive feedback and serving as a training resource, mentor and coach
-Experience with a Windows-based pc environment and in utilizing common office applications, including Outlook, MS Word, Excel, and PowerPoint.
-Experience with MEA, ASD, Oracle, Salesforce, and HRP
-Experience with 834EDI desired but not required