Customer Services Specialist

Job Summary
This position focuses on delivering excellent customer service across all HAP product lines. Key objectives include:

1. Providing prompt, courteous follow-up and resolution to member inquiries through thorough investigation and education.
2. Supporting corporate and departmental goals, including member enrollment and product implementation.
3. Researching and resolving service issues while identifying root causes, trends, and opportunities for service recovery and retention.
4. Educating current and prospective members to promote HAP as the preferred healthcare coverage provider.

Key Responsibilities

• Respond to inquiries via phone, mail, and in person; research and resolve questions, complaints, and appeals in line with department policies and procedures.
• Escalate or direct inquiries to appropriate departments for resolution.
• Educate members and prospects on policies, procedures, benefits, and coverage across all HAP products.
• Accurately document all interactions to track inquiry history and trends.
• Maintain strict confidentiality in compliance with Privacy and HIPAA regulations.
• Monitor workflow and ensure timely responses and follow-ups on all cases.
• Communicate with members (phone/written) to ensure resolution and satisfaction.
• Collaborate professionally with internal departments to meet member needs.
• Build and maintain strong interdepartmental relationships.
• Stay updated on policy and procedural changes impacting operations and customer service.
• Participate in training and development programs to enhance performance.
• Liaise with providers and their staff to resolve inquiries and complaints.
• Ensure compliance with all departmental and corporate policies.
• Identify trends and recommend process improvements.
• Support departmental projects, enrollment activities, outreach, and corporate initiatives.
• Perform additional duties as assigned.

Required

• Course in Medical Terminology (must be completed within six months of employment), and
• Associates Degree or a minimum of four (4) years of relevant customer service experience in lieu of a degree.

Preferred

• None specified

Certifications/Licensure

• Required: None
• Preferred: None

Required

• Minimum of two (2) years of recent customer service or call center experience (within the last three years).
• High level of dependability and professionalism.
• Strong integrity, patience, empathy, tact, and diplomacy.
• Excellent problem-solving skills, flexibility, and sound judgment.
• Ability to manage projects from initiation to completion with proper follow-up.
• Ability to handle multiple priorities efficiently and accurately.
• Strong interpersonal, listening, verbal, and written communication skills.
• Proficiency in Microsoft Office and general computer use.
• Basic understanding of HMO, PPO, POS systems, and claims billing.
• Willingness to work flexible hours, including evenings and weekends, as needed.

Preferred

• None specified

• Primary City: Farmington Hills
• Work Location: Genesys Family Medicine, 8447 Holly Road, Grand Blanc, MI

• Start Date: 04/20/2026
• End Date: 07/10/2026
• Hours per Week: 40
• Hours per Day: 8
• Days per Week: 5

Additional Notes:

• Must have recent customer service experience in healthcare
• Minimum experience required: 4 years