Membership Accounting Web Support Analyst

To act as an internal resource for HealthPartners staff regarding complex website questions.

To act as an internal and external resource for website functionality.

ACCOUNTABILITIES:

1. Respond to user inquiries through phone and email contact regarding website questions and production problems.

1. Provide accurate, clear and complete information.

2. Assist staff members within Administration who have questions about the HealthPartners website.

1. Explain HealthPartners policies and provide assistance to resolve specific questions or problems regarding the website.

1. Maintain utmost professionalism, a positive attitude and integrity in difficult situations and/or with group benefit managers, consultants, third party administrators, brokers, and internal customers within HealthPartners.

1. Investigate and assist in the resolution of customer concerns regarding any service provided by or through HealthPartners website.

2. Document the nature of customer concerns according to department procedures.

1. Balance the responsibility of acting as the client advocate while maintaining/applying or representing HealthPartners policies and procedures.

1. Meet specific department goals related to quality and quantity of calls.

1. Coordinate issue or problem resolution with other internal departments on behalf of the group benefit managers, consultants, third party administrators, brokers, and internal customers within HealthPartners.

1. Act as an internal resource for Membership Accounting staff and other internal HealthPartners staff regarding complex website issues.

1. Responsible for issue and trend identification and follow-up with the appropriate contact.

1. Work with IS&T development staff in the creation and testing of enhancements and new applications.

1. Assist with the implementation and documentation of Employer web applications and enhancements.

1. Assist with the development of training materials and curriculum for Employer web applications.

1. Assist in monitoring the progress of implemented solutions.

1. Identify and implement processes and tools to manage all of the above.

1. Identify areas for ongoing process improvement in areas that impact you individually, those within department, and cross-departmentally.

1. Train users on implemented solutions.

1. Attends employer group meetings and presents website demos with the Sales department.

1. Participates in meetings with other departments as necessary.

1. Perform other duties as assigned.

REQUIRED QUALIFICATIONS:

• Bachelor's degree or equivalent experience (accounting or web applications).

• Two years customer service experience, preferably in the health care industry.

• Strong computer skills, including Microsoft Outlook, Word, and Excel or comparable applications.

• Strong Internet and web-site navigation skills.

• Strong analytical and problem-solving skills.

• Excellent time management skills.

• Excellent verbal and written communication skills.

• Ability to work and multi-task in a fast paced, continuously changing environment.

• Demonstrated leadership skills through maintaining a positive/professional attitude, and strong work ethic.

• Previous experience working with people on the phone.

• Demonstrated ability to work as an effective team member to improve internal and external customer satisfaction.

• Demonstrated ability to take the initiative and challenge the status quo on behalf of a customer.

• Demonstrated ability to solve complex problems.

PREFERRED QUALIFICATIONS:

• Strong knowledge of HealthPartners website, products, policies, and procedures.

• Experience creating training, procedural and policy documentation.

• Application testing experience.

DECISION-MAKING:

This position is responsible for independent decision making with respect to interpreting company policies and procedures. This position has the authority to make recommendations on behalf of customers for service related exceptions.

This position is responsible for identifying issues and providing feedback to leadership staff.