HealthTrust - Employment
Contact Center Representative/ Receptionist
CONTACT CENTER REPRESENTATIVE/ RECEPTIONIST
As the primary receptionist, this position is responsible for being the front desk resource to greet guests visiting the building, providing assistance for items related to facility usage and serving as the primary contact for intake and management of room reservations. While working from the front desk, this position routinely provides administrative assistance to the Benefit Services Department and to the organization at large. These duties include, but are not limited to receipt and distribution of incoming and outgoing mail, processing of incoming digital paperwork through multiple email boxes and secure portals, as well as data entry and fulfillment duties for the entire organization based on internal and external need. Responsibilities consist of highly responsible administrative support work of a comprehensive, complex, and difficult nature for the benefit of the organization. Requires confidentiality and the exercise of judgment and initiative. Appropriate follow-up, where warranted, is undertaken by the employee and generally consists of answering inquiries, assisting with projects, and reviewing and correcting problem situations. Use of specialized equipment, such as mail processing equipment, is a requirement of the position.
The employee exercises initiative, resourcefulness, ownership, judgment, and tact in working with guests, Covered Individuals, Member Groups, other HealthTrust employees and tenants in order to resolve inquiries and determine correct courses of action. The employee performs the position’s regular duties with little daily guidance. The Contact Center Assistant Manager or the Benefit Services Manager is consulted when problems of an unusual nature are encountered or patterns of issues are identified. Work involves administrative assistance and the performance of routine as well as varied, multifaceted administrative support activities. The employee often plays a key independent role in special, involved, and detailed projects.
This position is a full-time in-office role required to be on-site to fulfill the roles and responsibilities assigned.
Essential Duties & Responsibilities
1. Provides reception coverage for guests visiting the Center at Triangle Park. This includes courteously and promptly greeting visitors and directing them to the appropriate meeting room, office, organization or staff person. Adheres to building sign-in process and provides visitor name badges as appropriate. Opens and distributes incoming mail. Provides the highest standards of customer service with visitors to the building. Provides assistance for items related to facility usage from guests.
2. Handles conference room reservations and logistics (both internal and external) using the Portal2 reservation tool in accordance with appropriate policies. Maintains the Conference Room Usage policy and the Conference Room Reservation form. Requires strong organizational skills and attention to detail.
3. Provides general administrative support to the essential functions of the Benefit Services Department and to the organization as a whole. Downloads and saves documentation and messages from the secure message centers, email boxes and fax into Enrollment repository, network folders, and/or OneSource core system as Salesforce cases. Informs team members of time sensitive documents and assists the team with completing various tasks.
4. Generates and mails weekly fulfillment batches to Covered Individuals in compliance with organizational procures and applicable law, such as various COBRA notices. Coordinates the printing, mailing or upload of monthly COBRA, Member Group, and Retiree invoices. Assists with other fulfillment projects including semi-annual rate letters, periodic account statements, and year-end reminder letters.
5. Initiates various routine office transactions including collecting, collating, folding, stapling, and labeling daily mail. Operates the mailing and postage machines and delivers outgoing mail to the Post Office when needed.
6. Assists other departments within HealthTrust by providing complex and varied administrative support. This may include: Preparing materials for mailings and bulk distributions; tracking the return of various required documents from staff, Covered Individuals, and/or Member Groups; saving incoming documents that arrive via email and other electronic means into network drives and other internal systems; making outbound calls and answering inbound calls on general administrative items such as scheduling meetings; assisting with other clerical, production and administrative functions.
7. Provides exceptional customer service by responding to basic telephonic and written inquiries from Covered Individuals, Retirees, Member Groups, vendors, and others relating to enrollment, benefits, services, claims, billing, and administrative procedures for various employee benefit programs offered by HealthTrust as needed. As applicable, promotes various HealthTrust programs and services.
8. Maintains a strong and up-to-date level of knowledge of the various benefit programs offered by HealthTrust and associated administrative practices. Creates, maintains and regularly updates procedure manuals and other resources related to the activities performed by this position and promotes communication of changes to the team. Follows policies and procedures to ensure all appropriate administrative rules, underwriting guidelines, federal and state laws, and individual Member Group policy guidelines are applied.
9. Assists other organizational staff with questions and education related to this position’s area of knowledge. Participates in User Acceptance Testing of system updates to ensure proper functionality.
10. Performs other related duties as required.
Minimum Requirements:
Possession of an Associate’s degree is preferred, ideally with course work in information processing, insurance, or a similar field. Prior work experience of at least two years in responsible reception or customer service work is required, preferably in the field of health insurance, claims processing, or information processing. The employee must also demonstrate proficiency in accurate and timely computerized data entry and word processing. Possession of additional education or specialized courses/training in insurance, underwriting, or information processing is highly desired. The position requires a high level of initiative, critical thinking, and organizational abilities.
In lieu of the above, any equivalent combination of training and experience that provides the above referenced knowledge, abilities, and skills may be considered at the discretion of HealthTrust.
This position is classified as hourly (non-exempt) at Labor Grade 12.
Please e-mail resume and cover letter to hr@healthtrustnh.org. Position open until filled. EOE
In addition to competitive salaries, HealthTrust provides a family-friendly work environment and offers excellent benefits including health, dental, and vision plans; life insurance; short-term and long-term disability insurance; a defined benefit pension plan and a deferred compensation plan; flexible spending accounts; and an on-site fitness center.
Salary: $42,000-$47,000
Closing Date: September 23, 2024
