HMSA is seeking a Sales Support Specialist II to support employer groups through the contracting and group enrollment process. This role is crucial for resolving operational issues, enhancing group relationships, and ensuring excellent customer service while collaborating with the sales team.
Responsibilities
- Be the in-office service contact for assigned groups
- Resolves day-to-day servicing inquiries directly with account contact via e-mail and phone for enrollment, billing and claims inquiries
- Screen delinquency report monthly and proactively reach out to employers who are past due, or request exceptions when justified
- Follow up with actions to avoid negative impact on the group's employees
- Review retroactive transactions and decide whether an exception is warranted
- Research claims paid and uncovered any special circumstances which may affect exception decision
- Act as the call center for pre-enrollment activities for special strategic accounts such as EUTF, CVS, Aon Exchange, and other select groups
- Support groups through the group contracting process
- Prepare and submit documentation of accepted renewal rates and benefit changes (if applicable) for system updates
- Verify that rates and benefits submitted are reflected accurately in HMSA's QNXT system
- Coordinate Guide to Benefits and certificate requests
- Validate the Summary of Benefits Coverage (SBCs), Benefit Summaries, and Summary of Changes that all accurately reflect what the group contracted for
- Ensure that employer group SBCs are sent out timely in accordance with Federal regulations
- Coordinate activities associated with Open Enrollment and the new group on-boarding process as assigned
- Meet assigned goals for customer retention, servicing standards, customer survey and other key performance metrics as defined
- Work in collaboration with cross functional team consisting of Strategic Account SAM, ARC, and HPA
- Assist in developing and implementing proactive sales and servicing strategies
- Back up other ASR team members and account teams
- Performs all other miscellaneous responsibilities and duties as assigned or directed
Skills
- Bachelor's degree and one year of related work experience, or equivalent combination of education and/or related work experience
- Strong verbal and written communication skills
- Intermediate working knowledge of Microsoft Office applications, including but not limited to Word, Excel, Outlook, and PowerPoint
Company Overview
- HMSA is an insurance company that provides affordable health plans, employee benefits services and worksite wellness programs. It was founded in 1938, and is headquartered in Honolulu, Hawaii, USA, with a workforce of 1001-5000 employees. Its website is https://www.hmsa.com.