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Billing Solution Analyst II

Company: The Standard Insurance Company
Location: Savannah
Posted on: November 22, 2021

Job Description:

At The Standard, you'll join a team focused on putting our customers first. Our continued success is driven by a high-performance culture. We're looking for people who are collaborative, accountable, creative, agile and are driven by a passion for doing what's right - across the company and in our local communities. We offer a caring culture where you can make a real difference, every day. Ready to reach your highest potential? Let's work together. Functional Job Summary: Forward facing customer service position responding to customer calls and email requests for assistance with in-force billing questions, issues and problems for customers under 2500 lives, which could include very complex cases. Leverages deep understanding of billing service models and advanced listening, inquire and delegation skills to gain understanding of customer's perspective of the problem, determine root cause and offer alternatives and solutions to resolve issue, problem solve and ultimately improve the customer's billing experience going forward. Drives and owns problem resolution for customers, vendors and internal partners through completion. Utilizes every customer interaction to build trust with our customer by improving their experience with our billing service models. Brings voice of the customer and knowledge of customer problems, needs and desires to continuous improvement problem solving initiatives. Principal Duties & Responsibilities: Solving billing problems for customers up to 2500 lives. Depending on individual experience, these groups may be complex in nature. Answers incoming customer calls regarding billing questions, issues and problems. Maintains a high level of professionalism with customers and works to establish positive rapport with every caller. Makes and keeps commitments to customers on problem resolution. Updates customer information in SalesForce during and after each call. Is viewed as a billing expert within the department. Strives to achieve quality, speed and productivity targets as established for the team. Continuous Improvement Brings voice of customer forward to Lean problem-solving huddles. Collaborates with team mates to prioritize problems to be solved. Takes ownership of continuous improvement efforts to improve processes and solve problems. Escalates problems as appropriate. Education & Experience : Minimum of 3 to 5 years experience in group insurance with emphasis on billing, account management and customer service; must have demonstrated problem solving skills for customer issues, including issues complex in nature; or the equivalent combination of education and/or relevant experience. Bachelor's degree desired. Knowledge and Skills : Applies acquired job skills and working knowledge to assist with external customers inquires as well as internal partners. These inquiries could require higher level of experience and delegation skills. Demonstrated working knowledge of Microsoft Suite. Works effectively and with a diverse group of customers. Owns organization and prioritization of workload; assist with projects; attention to detail; provides best in class customer experience. Is viewed as a billing specialist and expert within the department. Physical Demands: N/A LI-Remote Note: The Standard is required to provide a reasonable estimate of the salary for this role when hiring a Colorado resident. The salary for employees working in Colorado in this role is listed below. The Standard's package also includes incentive plan participation including medical, dental, vision, retirement, and paid time off. Please note, eligibility to participate in an incentive program is subject to the rules governing the program and plan. Any award depends on various factors, including individual and organizational performance. Salary Range: $48,600.00 - $86,400.00 Standard Insurance Company, The Standard Life Insurance Company of New York, Standard Retirement Services, Inc., StanCorp Equities, Inc. and StanCorp Investment Advisers, Inc., marketed as The Standard, are Affirmative Action/Equal Opportunity employers. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, national origin, gender, sexual orientation, age, disability, or veteran status or any other condition protected by federal, state or local law. The Standard offers a drug and alcohol free work environment where possession, manufacture, transfer, offer, use of or being impaired by an illegal substance while on Standard property, or in other cases which the company believes might affect operations, safety or reputation of the company is prohibited. The Standard requires a criminal background investigation, drug test, employment, education and licensing verification as a condition of employment. All employees of The Standard must be bondable. Category Customer Service Representatives Education Bachelor's Degree Experience 3 to 5 years Job type Full time

Keywords: The Standard Insurance Company, Savannah , Billing Solution Analyst II, Professions , Savannah, Georgia

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