Health Plans, Inc.

Customer Support

• Serve as a positive team member working toward a common company goal
• Meet department standards and expectations for quality and production
• Efficiently leverage tools and technology to support resolution of issues
• Work with partner departments to resolve customer issues
• Actively participate in and support the learning process

Customer Service Representative

Client Services Representative

• The Account Coordinator is responsible for assisting the Vice President of Client Services, Account Manager and Client Service Representative with the plan implementation for new clients and servicing of account issues for existing clients
• For new clients, coordinates plan implementation by producing and compiling educational materials
• Works closely with internal staff to communicate service issues and resolve claim payment issues; serves as in-house client contact when the Account Manager and Client Service Representative are unavailable
• Provides administrative support to the Client Services department; notifies internal staff of plan design changes, renewal changes, or other relevant information to ensure smooth operation

Account Coordinator, Client Services

Implementation Specialist

• The Implementation Specialist will facilitate the onboarding process for new clients and ensuring the seamless turnkey integration of their plans.
• Responsibilities include collaborating with cross functional various internal teams and external stakeholders to gather requirements needed to configure systems and execute the implementation process effectively.
• Serve as a primary point of contact for clients and or brokers/consultants, providing guidance and support throughout the implementation phase.
• Lead the client onboarding process by understanding their unique needs, objectives, and expectations.
• Participate in onboarding kick off meeting with new clients to gather and document client requirements and vendors related to their self-insurance plan(s) claims processing, eligibility criteria, and other relevant aspects.
• Develop a comprehensive implementation plan outlining key milestones, timelines, and responsibilities.
• Act as a liaison between clients, internal teams (such as account management, compliance, plan build, claims, and finance), and external vendors to facilitate effective communication and collaboration.
• Coordinate meetings, conference calls, and training sessions to ensure alignment and understanding of implementation objectives and processes.
• Prepare comprehensive documentation, including implementation guides, process workflows, and training materials, to support clients and internal stakeholders.
• Assist Client Services with training sessions for clients and end-users on the use of self-insurance administration systems, policies, and procedures.
• Execute implementation plans that are on time and with high customer satisfaction.
• Update and collaborate project plan details for downstream workflows to produce accurate configuration and set up ensuring any late changes are identified and addressed appropriately
• Proactively identify potential issues or challenges in the implementation phase escalating critical issues as needed.
• Represent Health Plans Inc. to clients and vice versa, serving as a trusted advisor and advocate, ensuring a high level of service and satisfaction.
• Provide weekly updates to client, broker/consultant, internal teams as to implementation status by tracking progress and identify and manage risks, driving initiatives to enhance client satisfaction and retention.
• Address any discrepancies or issues promptly and implement corrective actions as needed to ensure accuracy and client satisfaction.
• Complete transition to Client Services team within 60 days of implementation.
• Work with Implementation Team to identify opportunities for evaluation, process improvements, and enhancements to streamline the implementation process and enhance overall efficiency.
• Stay informed about industry trends, regulatory changes, and best practices related to self-insurance administration and incorporate relevant updates into our implementation processes.

Customer Service Representative

Account Coordinator, Client Services

Client Implementation Specialist