Member Services Representative - Riverview Job

Bloomington, MN, 55420
Mar 29, 2012
Apr 24, 2012
Customer Service
Employment Status
Full Time
Member Services Representative - Riverview

Job ID:: 23230
Department:: Riverview Member Services
City:: Bloomington, MN
Location:: HP - Bloomington 8170 Office Bldg
Position Type:: Full-Time
Anticipated Work Schedule::
Hrs/Pay Period:: 80

Job Description::

The culture at HealthPartners is one of ownership, pride, service, and most importantly, partnership. That spirit of partnership among employees, and with patients and the community, recently helped us become one of the nation’s “Best Places to Work in Healthcare” according to Modern Healthcare magazine. Join us for a career that offers respect, support and encouragement. You’ll stay for the power of partnership.

We are currently seeking Riverview Member Service Representatives to provide exceptional service as part of a critical, front-line team. In this position, you will respond to calls from members and prospective members regarding services and plan benefits and will provide assistance in resolving specific questions and issues. As an advocate, you will identify and communicate concerns and trends that impact member satisfaction, and will coordinate the resolution of issues with other departments.

Start Date: June 18, 2012.

The hours for these positions will be Monday through Friday 9:00am to 6:00pm. Some weekend work required October through February.

• Customer service experience, involving complex, analytical problem-solving skills, is required
• Excellent time management and sound decision-making skills
• Ability to work in a fast-paced, continuously changing environment
• PC proficiency with multiple systems/platforms

• Experience working with people on the phone, preferably in a call center setting for an HMO, or in the insurance industry involving contact with patients or enrollees will receive priority consideration.

•Answer questions from members and prospective members regarding an extremely wide variety of subjects, including services available through HealthPartners, interpretation of plan benefits according to the member’s contract and specific situation and provide specific information regarding providers.
• Assist staff members within the HealthPartners administration, clinics and contracted clinic networks who have questions about HealthPartners benefits, policies and procedures.
• Explain HealthPartners policies and procedures to members and prospective members and provide assistance to resolve specific questions or problems.
• Provide information to providers concerning the status of member’s coverage, the level of benefits, referral status, the status of provider claims, and assist them in obtaining prompt processing of such claims.
• Investigate and assist in the resolution of member concerns regarding any service provided by or through HealthPartners, including but not limited to, payment of claims or prompt access to medical care and/or dental care.
• Meet specific department goals related to quality and quantity of calls.
• Identify concerns, issues and trends that affect member satisfaction and notify leadership.
• Coordinate issue or problem resolution with other internal departments on behalf of the customer.
• Perform other duties as assigned.

Applicants with bi-lingual skills are strongly encouraged to apply.

HealthPartners is nationally acclaimed for providing outstanding patient care and we offer an excellent salary and benefits package. For more information and to apply go to and search for job ID 23230.

Health is what we do. Partnership is how we do it.

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