Analyst I, Customer Service - Health Alliance Plan - Detroit (Full-Time)
GENERAL SUMMARY:
The Analyst I role will serve as the SME for the Customer Services department regarding reporting, workforce management, and system operations. Also, assist Customer Services leadership with various projects of a highly complex nature related to the Customer Services Business Model to improve service to members.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
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Complete compliance audits and provide analysis to Customer Service Leadership, Training & Quality team to identify continuous improvement activities, compliance adherence and specialist performance within customer service.
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Maintain, analyze and schedule departmental statistical reports and surveys in a timely manner making recommendations for improvements as needed.
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Assist with external vendor management initiatives.
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Lead projects that support Customer Service business model activities. Ensure that all support and services delivered to internal and external customers are completed with high quality and in a timely effective manner.
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Review data to determine operational impacts and needed actions; elevate issues, trends, areas for improvement and opportunities to management
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Document and communicate audit findings through written documents and models.
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Complete compliance and operational data reporting and analysis.
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Manage ad hoc projects and reports.
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Present reports to key internal business stakeholders for validation, buy-in and approval; modify as required.
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Perform other related duties as assigned.
EDUCATION/EXPERIENCE REQUIRED:
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Associate’s Degree or minimum of years (1) years of project management or data analytics may be considered in lieu of degree.
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At least one (1) year of working experience with HMO/PPO/POS/ Federal Employee Health Plan and traditional health care delivery systems, benefits and riders, eligibility and Direct Pay programs and rates.
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Moderate to advanced proficiency with Microsoft Excel.
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Excellent written and verbal communication skills.
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Must be able to manage multiple priorities.
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Must have good judgment interpreting policies and procedures.
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Must have strong logic and problem-solving skills.
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Must have demonstrated leadership skills.
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Must possess a high degree of maturity, poise, flexibility and good judgment in responding to inquiries from customers.
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Must have well-developed human relation skills including maintaining confidentiality.
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Must be able to work in a stressful environment.
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Must work well independently and as part of a team.
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Basic understanding of accounting principles.
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Working comprehension of PC input and maintenance functions.
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Knowledge of Health Alliance Plan benefits and riders, eligibility and Direct Pay programs and rates preferred.
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Understanding of the functions of departments requiring interaction with Client Services.
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Familiarity with the administration, policies and procedures that apply to the guidelines of the Centers for Medicare & Medicaid Services (CMS).
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Strong knowledge of PC input, windows environment and maintenance functions.
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Basic understanding of HMO/PPO/AHL and traditional health care delivery systems.
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Must be able to work flexible shifts.
Overview
Henry Ford Health System, one of the largest and most comprehensive integrated U.S. health
care systems, is a national leader in clinical care, research and education. The system includes
the 1,200-member Henry Ford Medical Group, five hospitals, Health Alliance Plan (a health
insurance and wellness company), Henry Ford Physician Network, a 150-site ambulatory
network and many other health-related entities throughout southeast Michigan, providing a
full continuum of care. In 2015, Henry Ford provided $299 million in uncompensated care.
The health system also is a major economic driver in Michigan and employs more than 24,600
employees. Henry Ford is a 2011Malcolm Baldrige National Quality Award recipient. The
health system is led by President and CEO Wright Lassiter III. To learn more, visit HenryFord.com.
Benefits
Whether it's offering a new medical option, helping you make healthier lifestyle choices or
making the employee enrollment selection experience easier, it's all about choice. Henry
Ford Health System has a new approach for its employee benefits program - My Choice
Rewards. My Choice Rewards is a program as diverse as the people it serves. There are
dozens of options for all of our employees including compensation, benefits, work/life balance
and learning - options that enhance your career and add value to your personal life. As an
employee you are provided access to Retirement Programs, an Employee Assistance Program
(Henry Ford Enhanced), Tuition Reimbursement, Paid Time Off, Employee Health and Wellness
and access to day care services at Bright Horizons Midtown Detroit, and a whole host of other
benefits and services.
Equal Employment Opportunity/Affirmative Action Employer
Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health System is
committed to the hiring, advancement and fair treatment of all individuals without regard to
race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,
weight, marital status, family status, gender identity, sexual orientation, and genetic information,
or any other protected status in accordance with applicable federal and state laws.