Account Servicing Advocate I

a. 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 for / to HMSA's members
• Providing member or group education on enrollment, billing (bill resentment) and bill

payment

Support unit in daily enrollment functions to include processing of enrollments, disenrollment's and maintenance for members.

Perform quality assurance audits of customer inquiries and member updates within constrained timeframes. Based on patterns or risk assessment, recommend improvement opportunities to provide processing efficiency and increase customer satisfaction. These can include but are not limited to identifying processing or servicing issues that can be addressed by a system or a workflow solution