Scope of Responsibilities:  Provide day-to-day support to ensure that the needs of ProAct clients and members are met.  Assist in the resolution of escalated client, member, and internal requests.  Works under direct supervision and follows standard procedures to accomplish assigned tasks.

Job Summary: Assist with the day-to-day operations of both client facing and internal departments at ProAct. Coordinate the internal support of all clients for all aspects of customer service, account management, and quality assurance.  Provides back-up assistance for client’s in the absence of a primary Account Manager. 

   Job Duties:

• Provide support to client facing team(s) and their day to day responsibilities
• Perform quality assurance audits on a regular basis to measure client satisfaction.
• Respond to client and member questions and ensure their problems are resolved
• Assist in the resolution of escalated customer service issues
• Assist in the onboarding of new clients, including new group enrollments, group and member eligibility, benefit design, provider relations, and quality assurance of the products.
• Coordinate, maintain, and manage the distribution of monthly, quarterly, and annual management reports for PBM clients.
• Oversee and coordinate on-site resolution of customer service issues to clients.
• Oversee and coordinate on-site orientation to new PBM clients when necessary.
• Interface via all means of communication with various external business partners as needed for problem resolution.
• Responsible for the assessment, evaluation and implementation of technologies needed to maximize efficiencies within assigned departments.
• Assist in planning and implementing client educational forums and special events
• Attend on-site client service meetings, employee orientation meetings and health fairs
• Responsible for completing all mandatory and regulatory training programs.
• Perform other duties as assigned.

Education:

• Required: Minimum High School Diploma or GED
• Preferred: AS Degree or Higher in Business Administration, Marketing or related field.

Experience:

• Required: 2 years experience in Customer/Client Service
• Preferred: 2 years experience with Health Care, Insurance and /or Account Management

Special Conditions of Employment:

• Drug test
• Initial and continuous exclusion and sanction/disciplinary monitoring
• Any and all additional eligibility requirements based on the specific position

Required Training:

• HIPAA Privacy Course
• HIPAA Security Course

Job Requirements:

• Exceptional written and verbal communication skills.
• Advanced Microsoft Office skills, specifically Excel and Word.
• Valid drivers license

Behavioral Traits Required:

• Cooperation: Must work professionally, harmoniously and effectively with fellow internal employees, management and external customers
• Initiative: Must work within supervision guidelines and assume additional responsibilities.
• Flexibility: Must be willing to work variable work schedules, assist others as requested and available, and be willing to perform all assigned work.
• Adaptability: Must respond to new situations in a positive and professional way, accept change, support new ideas, master new routines and grasp explanations, apply current knowledge in new environments and experiences.
• Involvement: Must enjoy the demands of the job and work with interest and enthusiasm.
• Customer Service: Must provide appropriate customer service (for ProAct clients, TPA’s, brokers and consultants, as well as fellow employees and business partners), listen attentively to their needs and respond appropriately in a timely manner
• Leadership: Must gain acceptance of ideas and accomplish goals through subordinates, peers and teams.

Compensation:

$18.50-19.50 per hour.

The final offer will be determined after careful consideration of multiple factors such as relevant skills, years of experience and education.  

KPH Healthcare Services, Inc. is a multistate organization and abides by all local, state and federal regulations as it pertains to minimum wage requirements.