Group Onboarding/Renewal Specialist I-IV DOE
Group Onboarding/Renewal Specialist I - IV, DOE
Hybrid from Lewiston and Boise, Idaho - Candidates from outside these locations will not be considered.
Primary Job Purpose
Provides internal entry level support for new and retention Sales staff. Provides administrative and technical information, education, and assistance to potential customers.
Group Onboarding/Renewal Specialist II and III provides more internal support to new and retention Sales staff. Independently resolves and provides administrative and technical information, education and assistance to potential customers or producers. Typically works in small and mid-size groups, or in training for less complex 101
(large) groups.
Group Onboarding/Renewal Specialist IV provides an advanced level of internal support to new and retention sales staff Independently resolves and provides administrative and technical information, education and assistance to potential customers or producers. Typically works on the less complex 101
(large) groups.
General Functions and Outcomes
Assist in all internal aspects of sales and renewal process that do not involve independent, direct solicitation or decisions of quote, new sale or renewal activity.
Internal and external communication to support the Sales staff. Quickly and accurately assess inquiries in order to understand the customer needs.
Identify issues promptly and determine corrective steps to resolve.
Document customer inquiries and actions on tracking system.
Review documentation or correspondence for completeness. Acquire missing information following established policies and procedures.
Data entry of customer information
Explain benefits, rules of eligibility, and grievance/appeal procedures to internal and external stakeholders.
Manage emails, & appropriate work production ques, calls and correspondence on a daily basis and prioritize follow-through.
May generate written correspondence and process document requests.
Maintain files/records of constantly changing customer information.
Additional General Functions and Outcomes for level II
Apply knowledge and experience to answer a variety of increasingly complex inquiries.
Monitor status of sales to assure timely delivery.
Performs detailed research and problem solving to assist both internal and external stakeholders.
Assist in all internal aspects of sales and renewal process.
Additional General Functions and Outcomes for level III
Apply knowledge and experience to answer a variety of increasingly complex inquiries.
Identify issues promptly and independently take corrective steps to resolve.
Perform detailed research and problem solving for increasingly complex issues to assist both internal and external stakeholders.
Additional General Functions and Outcomes for level IV
Apply knowledge and experience to answer a variety of increasingly complex inquiries.
May provide administrative or technical assistance to sales with health and benefit fairs.
Interacts, coordinates and communicates with, internal and external stakeholders such as clients, agents, government officials and outside consultants in order to ensure effective use of systems and processes and ensure coordination of activities for efficient implementation.
Perform detailed research and problem solving for the more complex issues to assist both internal and external stakeholders.
Minimum Requirements
Demonstrated ability to use MS Office products and other corporate software as required.
Strong oral, written and interpersonal skills including courteous telephone etiquette.
Ability to interpret policies and procedures and communicate effectively.
Demonstrates excellent customer service skills (empathizes with customers, asks effective questions, seeks to satisfy).
Demonstrated ability to set priorities and strong attention to detail in a rapidly changing environment.
Demonstrates the ability to work effectively on teams to accomplish group objectives.
Additional Minimum Requirements for level II
Knowledge of health insurance, including sales processes, terminology, operational flow and data requirements.
Additional Minimum Requirements for level III
Ability to negotiate and resolve complex and sensitive issues and resolving Group or Member issues with diplomacy and persuasiveness.
Ability to work under pressure, availability to travel and work extended shifts as necessary.
Comprehensive knowledge of health insurance, including sales processes, terminology, operational flow and data requirements.
Additional Minimum Requirements for level IV
Demonstrated experience in report preparation, ability to analyze and review statistical data and write concise relevant communications.
Demonstrated analytical ability to identify problems, develop solutions and implement a chosen course of action.
Normally to be proficient in the competencies listed above:
Group Onboarding/Renewal Specialist I would have a High School diploma or GED and 1 year of experience in customer service or equivalent combination of education and work experience.
Group Onboarding/Renewal Specialist II would have a High School diploma or GED and 2 years of experience in customer service or equivalent combination of education and work experience.
Group Onboarding/Renewal Specialist III would have an Associate's Degree and 3-5 years of experience in customer service or equivalent combination of education and work experience.
Group Onboarding/Renewal Specialist IV would have an Associate's Degree and 5-7 years of experience in health care administration or equivalent combination of education and work experience.
Work Environment
Hybrid from Lewiston and Boise, ID
Work primarily performed in office environment
May be required to work overtime and/or work outside of normal work hours
Travel may be required, locally or out of state
#LI-Hybrid
Estimated Salary: $20 to $28 per hour based on qualifications.
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