Plan Advocate Support I

Nasco - Home Based

Full-time
COMPANY OVERVIEW
At NASCO, we’re more than a company. We’re a community of healthcare technology innovators driven by a shared purpose — to create digital health technologies that enable Blue Cross® and Blue Shield® Plans to deliver great service to their members and win in their markets. Our company is growing, and our digital health portfolio continues to expand, with solutions ranging from back office to blockchain. We’re seeking expert talent to join us in our pursuit of developing new innovative technologies and continuing to support our customers. NASCO is continually recognized for innovative workplace practices that enable our associates to be successful at work and at home. For eight straight years, NASCO has been recognized as a Top Workplace by The Atlanta-Journal Constitution. We’re more than company — we’re a community. Join us today.
OVERVIEW
Under general supervision, the Plan Advocate Support (PAS) role provides Level II support to users of the NASCO system. The PAS handles less complex problems across assigned Plan customers on the NASCO processing system. The PAS escalates more complex problems to PAS II, NPA I, NPA II, and Level III (NASCO Technical) support so they are able to research and resolve them. Uses Knowledge Tree database and interacts with telecommunications, development, system support and Technical staff in order to research and resolve customer issues. May work with more experienced Plan Advocate Support to identify and correct core problems. Able to provide standard levels of technical customer support across one or a number of system areas on the NASCO processing system. Communicates to NASCO NCSC Leadership Team regarding status of calls and problem resolution.

RESPONSIBILITIES
Resolves customer issues within the defined time frame by engaging the appropriate research tool, SME or vendor. Resolution will meet or exceed SLAs (Service Level Agreements) to obtain or exceed KPI (Key Performance Indicator)
Performs all basic research steps as defined in the Basic Research Process
Acts as a liaison through the ticket lifecycle, ensuring that the ticket has the appropriate proactive attention from receipt to resolution unless the ownership has a warm handoff to another team member who will continue the resolution process
Communicates with customer to ensure proper specifications are researched by customers including appropriate examples to assist with support of the issue are included in the ticket, validation of the information is completed, and uses the NCSC Nshare Repository to help identify any additional research information
Follows up on daily statuses with technical support for each ticket and guarantees the ticket is fully documented with the information that technical provided
Follows all established process, procedures, and guidelines
Provide meaningful ongoing statuses to the customers for all issues, through proper communication channels, ie phone or email
Manages resources and tickets accurately and proactively as required by KPI (Key Performance Indicators), SLA (Service Level Agreements) and as stated in the Quality Guidelines, through use of quality time management skills
Work and close call tickets with completed, detailed information associated with the issue and which follows the Quality Guidelines
Under supervision of the Team Lead, maintains ownership and follows guidelines in accordance with the Severity process as defined in the NCSC Standard Operating Procedures Manual to guarantee the proper attention is given to tickets or calls with high priority and the issue is followed until closed with a sense of urgency
Follows severity 1 and 2 workflow with a sense of urgency and uses good judgement in the event of a high priority call or outage
Assist in providing coverage for Production Support issues and follow the rotation schedule as needed
Acts as a liaison through the ticket lifecycle, ensuring that the ticket has the appropriate proactive attention from receipt to resolution unless the ownership has a warm handoff to another team member who will continue the resolution process
Achieves a minimum score for both YTD individual and team customer satisfaction scores and as reflected by Annual Customer Survey
Creates AE report that contains meaningful information and is distributed on the time each day
Updates and maintains standard operating processes and documents that contribute to the overall effectiveness of the NCSC
QUALIFICATIONS
Required Knowledge, Skills, Abilities, Certification, Education and Experience:

General knowledge on NASCO's BlueCard, Claims, Membership and E-business product offerings
General knowledge of NASCO service offerings such as the Business Effectiveness Unit,
Customer Account Services and Account implementations
Working knowledge of NPS
Strong analytical and organizational skills
Excellent oral and written communication skills
Excellent interpersonal and relationship building skills
Must be a motivated, self-starter, with high initiative and sense of urgency, and have a high attention to detail
Demonstrated ability as a problem solver with the ability to present alternative approaches consistent with customer needs
Proven ability to manage multiple tasks, work well in a stressful environment, interact in a team environment and foster positive attitudes
Has good decision making skills and knows when to act on an issue and when to escallate to a
PSA II or third level team member
Demonstrates efficient problem management skills through issue identification, ticket ownership, proper priority handling of pre-aging tickets, and appropriate ticket resolutions with closure
Has working knowledge of at least 1 product or service offering
Experience with PCs; including Microsoft Office applications
Experience working in a customer service environment\
Working experience using Help Desk ticket tools (eESM, ManageNow, ISM) or comparable
Desired Knowledge, Skills, Abilities, Certification, Education and Experience:

Familiar with healthcare membership, billing, provider, benefit, managed care, claims, financial and reporting terminology
Strong leadership and facilitation skills
Ability to communicate at all levels of the organization

Benefits and Perks:
Work/Life Balance – NASCO helps you find success at the workplace, and at home
Matching 401(k)
Employee Recognition and Bonus Programs – When NASCO is successful so are our employees!
Tuition Assistance – Learn, develop, and grow… on our dime!
E-Learning – Comprehensive and current library of e-learning and performance support assets, available on demand and at no cost
Choice of Blue Cross Blue Shield Health, Dental and Vision Plans
Wellness Program
17 Days of Paid Time Off (PTO) per year – not including major holidays. That’s just starting out!
Company discount plans on mobile, technology services, etc., to help you save money

NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer. Must have legal authority to work in the U.S.