Daniel Heltzel Email & Phone Number

Answers questions and resolves issues as a "single-point-of-contact" based on phone calls, letters, and internet from brokers, marketing plan sponsors, PSS/ISO, members and providers. Activities may include providing benefit coverage interpretations, and explaining plan eligibility. May processes member/provider complaints. Escalates issues as appropriate through the target system for grievances and appeals. Through in-depth analysis, identifies trends and any emerging customer service issues and works to develop solutions to address potential problems. Educates customers on various elements of benefit plan information and available services created to enhance the overall customer service experience with the company. Partners with other departments to deliver client specific presentations. Coordinates efforts both internally and across departments to successfully resolve service issues and develop process improvements intended to enhance the overall delivery of service. Serves as SME providing technical assistance when needed on call related issues, products, and/or system applications delivery matters. Coaches, trains and assists in the development of call center staff. May participate and/or lead special projects/initiatives addressing service issues. May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes. Additional Information (situational competencies, skills, work location requirements, etc.) Strong knowledge of benefit plans, policies and procedures. Analytical skills. Ability to maintain accuracy and production standards. Technical skills. Oral and written communication skills. Understanding of medical terminology. Problem solving skills. Attention to detail and accuracy. Negotiation skills.

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  Collins College

  Game And Interactive Media Design