Position Purpose:
Documents and addresses customer complaints and issues (I.e., grievances, appeals, Claims Tracking Module) based on regulatory requirements. Supports and collaborates with team members and other functions to document and identify a compliant solution for complaints and issues.
Education/Experience:
Requires a High School diploma or GED
Requires 1 2 years of related experience. May require vocational or technical education in addition to prior work experience.
Vocation or technical education may include additional on-the-job training or continuous learning education
Ability to prioritize, perform independent decision making, and manage time effectively preferred.
Processes all received customer inquiries, complaints, and issues using internal tools as defined by the state and federal regulatory requirements
Documents written issues and responses related to customer inquiries, complaints, and issues to ensure regulatory compliance
Supports the investigation of complaints and issues to determine root cause and identify appropriate resolution
Collaborates with internal stakeholders to ensure timely and effective resolution of customer inquiries, complaints, and issues to adhere to quality standards, regulations, and confidentiality
Supports the development and implementation of policies and procedures for handling customer inquiries, complaints, and issues
Supports in analyzing complaints and issues data to identify trends and opportunities for improvement
Runs standard reports for management on the status of customer inquiries, complaints, and issues and to support ad-hoc requests
Maintains monthly summary of open cases with to comply with all state and federal regulatory requirements
Supports development of materials to train contact center staff on customer inquiries, complaints, and issues resolution and documentation
Performs other duties as assigned
Complies with all policies and standards
EEO:
Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans.