• Plan Advocate Support I

    Location US-Home Office/ Remote | US-GA-Atlanta | US-Mechanicsburg, PA (NASCO office)
    # Positions
    1
    Category
    Customer Service/Support - All Openings
    Travel Requirements
    0-20%
  • 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

    Essential Roles and 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, and Abilities:

     

    • 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

     

     

    Preferred Knowledge, Skills, and Abilities:

     

    • 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

     

    Required Experience:

     

    • 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

     

     

     

    NASCO is a Minority/Female/Disability/Vet/Affirmative Action Employer.

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