Job Description

1. Work with business owners on reporting requirements specified by government entities and plan sponsors ensure Customer Relations is compliant with the requirements.
   
   • Define and communicate system changes needed to comply with the specified requirements.
   • Construct documentation analysis, present materials and recommendations to management/executives, and execute solutions as directed by management.
   • Define and communicate workflow changes to report generation and or Customer Relations staff workflows to meet specified requirements.
2. Independently serve as Customer Relations subject matter expert on major corporate initiatives, projects, process improvement or any other major activity as assigned by management by independently conducting data analysis related to critical projects and operational activities to encompass the following activities:
   
   • Review business processes and recommend solutions that reduce cost, improve efficiency and improve the HMSA consumer experience for members and providers.
   • Analyze trending information in order to identify root causes and develop recommendations for resolution, prevention and process improvement.
3. Mentor and train Customer Relations Business Specialists and Analysts in the skills necessary to represent the department on corporate projects with the goal of improving HMSA's consumer experience and ensuring servicing systems (Salesforce, HHIN, etc.) are not negatively affected.
4. Participate in the development and implementation of new CR services focused on earning members for life through high member touch and building relationship with health and wellness providers.
5. Identify process improvement opportunities and independently recommend activities/projects to improve systems, applications, reports. Prepare and conduct presentations to the CR staff and/or management, including executives, on recommendations and analysis findings. Independently conduct data analysis to support business operations.
6. Performs all other miscellaneous responsibilities and duties as assigned or directed.

1. Bachelor's degree and three years of related work experience; or equivalent combination of education and related work experience.
2. Strong verbal communication skills.
3. Intermediate knowledge of Microsoft Office applications. Including but not limited to Word, Excel, Outlook, and PowerPoint.