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EDUCATION/EXPERIENCE REQUIRED:

Associate’s Degree with a major in Business Administration or related field. Related and relevant experience may be considered in lieu of academic requirements. Related experience is defined as eight (8) years’ experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare or government regulated industry. Minimum of two (2) years of experience in call center customer service. Minimum of one (1) year of experience conducting quality audits. Experience providing coaching, feedback, and facilitating training. Experience implementing process change, data analysis, and trend reporting. Experience in research and quality improvement. Excellent documentation skills. Excellent verbal and written communication skills. Self-directed and self-motivated. Strong interpersonal skills and discretion. Organizational and time management skills. Problem solving and decision making ability. Strong understanding of HAP's health care delivery system. Knowledge of HAP's benefits, riders, etc. Understanding of the functions of support departments requiring frequent interaction with Client Services. Strong understanding of the processes used with Client Services. Coaching and counseling. Organization and planning. Leadership and management. Quality improvement. Additional Information Organization: HAP (Health Alliance Plan) Department: Customer Service Admin Shift: Day Job Union Code: Office/Non-Exempt, HAP