Job Title:Customer Service Team Coordinator - Claims
Location: Danville, PA
Department:Geisinger Health Plan
Work Type: Full Time
Assists Customer Service by providing direct back-up support to the Customer Service Teams. Investigates and resolves Customer Service operational issues.
Duties and Responsibilities:
Investigates and resolves issues in claims, membership and member services. Organizes, leads and takes ownership of special projects. Supports the Customer Service Representatives in their daily operational functions. Provides training support to the Customer Service Team, including dissemination of pertinent procedural information and one on one training based on audit findings. Assists with compiling and validating production and audit statistics. Performs claims analysis associated with provider issues. Provides annual evaluation input. Tracks production and evaluation of phone conversations with members. Manages extended phone hours. Develops and updates policies. Assists in the development of new processes and system implementations. Handles calls when providers and members wish to speak to a supervisor. Provides team building resources to assist in directing staff to appropriate policies and procedures in order to assist members and providers. Communicates benefit changes to affected staff
Competencies and Skills:
Customer Focus, Service Request Management Process, Customer Retention, Communication Skills, HR Policies, Standards and Procedures, Customer Service Skills
Education / Experience:
High School Diploma or Equivalent -Required
Minimum of 2 years Healthcare -Required
Working Conditions/Physical Demands:
Work is typically performed in an office environment. Travel may be required.
Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
Geisinger Health Plan (GHP) is the health insurance component of Geisinger and serves over 460,000 members in Pennsylvania. Begun in 1985, GHP provides high quality, affordable health-care benefits for businesses of all sizes, individuals and families, and Medicare beneficiaries.
About Geisinger: Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.