Customer Services Specialist

Farmington Hills, Michigan Customer Services Specialist #1048333 Job Description

This position has the following primary objectives with respect to customer relations for all HAP product lines:

• (1) Provide follow-up and courteous and prompt resolution to member inquiries by conducting thorough investigations and fully educating members and customers.
• (2) Support corporate and departmental goals, member enrollment activities and product implementations.
• (3) Research, investigate and resolve service failures. Improve customer experience by identifying root causes, trends and recommend resolutions for service recovery and retention.
• (4) Educate members and prospective members to promote HAP as the health care coverage of choice.

• 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.

• 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.
• Must be able to work flexible shifts, overtime including evenings and weekends as requested and/or scheduled.
Preferred Skills & Experience

None.

Required Education
• Course in Medical Terminology (required‑employment).
• Associate’s 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.
Preferred Certification & Licensure

None.

Benefits

Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:

• Medical and Dental (Fast Tek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match
AI & Hiring Disclosure

We use AI tools to support parts of our hiring process, such as reviewing applications and identifying potential matches. These tools are designed to promote efficiency, consistency, and fairness, and they are always used under human oversight. All personal data collected is used solely for recruitment purposes, and you have the right to know, access, or request deletion of your data at any time, subject to legal limits.

If AI will be used in a video interview, you’ll be informed in advance and asked for your consent, with the option to opt out. Our tools are regularly reviewed to detect potential bias and to ensure compliance with all applicable laws and our commitment to inclusive hiring.

To learn more or exercise your rights, please contact us at