[Hiring] SME I - Payments @HealthWell Foundation and HWF Direct LLC

Role Description

The purpose of this position is to positively contribute to HealthWell’s efforts to meet its mission. Specifically, specialists in the position support the Payments Department through Copay, Premium, and Specialty processing. Additionally, persons in this position fully staff the Payments Internal Help Desk (IHD), assisting with and resolving payment processing inquiries, payment-related call inquiries, and call escalations.

Duties and Responsibilities

• Maintain working knowledge of Foundation guidelines, SOPs, FAQs, funds, and disease state being referenced and appropriately use the secured Grants Management System.
• Process Copay, Premium, and Specialty payments.
• Place outbound calls to resolve processing questions.
• Fully staff the Payments IHD, in coordination with the other Payments Department SMEs, which includes payment processing questions, call-related questions, and escalations.
• Assist with training and data checking, as requested.
• Identify and report trends, training needs, documentation needs, customer feedback, etc. to department leadership.
• Collaborate with fellow SMEs on an IHD rotation, with flexibility to switch shifts as needed to ensure coverage.
• Provide assistance to department leadership with policy creation.
• Work on ad hoc projects as requested.
• Other duties as assigned.

Qualifications

• Demonstrated ability to manage time and prioritize tasks.
• Proficiency with navigating the SharePoint Knowledge Base.
• Thorough knowledge of company and department-specific policies and procedures.
• Ability to resolve call escalations.
• Competence in processing complex claims.
• Full IHD availability: Contact Center hours.
• Strong written and verbal communication skills to effectively relay information.
• Excellent critical thinking skills to help solve problems and make decisions.
• Attention to small details that could impact results.
• General knowledge of business operations, objectives, strategies, processes, and information flow.
• Outstanding customer service, communication, and interpersonal skills.
• Ability to work independently and exercise sound judgment with regards to issue escalation.
• Handles confidential information and/or issues using discretion and judgment, ensuring a secure environment that protects company data and client/coworker privacy from unauthorized viewing or listening.
• Maintains a dedicated, private home-office environment free of distractions and disruptions.

Preferred Competencies

• Adapts quickly and successfully to accommodate changing program needs; prepares for change and helps others to adapt.
• Maintains composure under pressure and demonstrates patience with escalated calls.
• Demonstrates a constructive, professional, and positive outlook.
• Ability to maintain a flexible approach to job duties and schedule.