Membership Accounting Web Support Analyst

HealthPartners; BLOOMINGTON (MN); On-site; USD 50,000 - 70,000; Full time

Job summary

HealthPartners is seeking a Membership Accounting Web Support Analyst in Bloomington, Minnesota. This role focuses on providing quality service to group benefit managers and customers regarding web issues in the employer portal. The successful candidate will respond to inquiries and assist with complex website issues.

The ideal applicant will have a bachelor's degree or equivalent experience and at least two years of customer service experience, preferably in the healthcare industry. Strong communication and analytical skills are essential for success.

Qualifications

• Bachelor’s degree or equivalent experience (accounting or web applications).
• Two years of customer service experience, preferably in the healthcare industry.
• Strong computer skills and problem-solving skills.

Responsibilities

• Respond to user inquiries through phone and email regarding website questions.
• Assist staff members with questions about the HealthPartners website.
• Investigate and assist in the resolution of customer concerns.

Skills

Customer service skills

Analytical skills

Problem-solving skills

Time management

Communication skills

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Position Summary

HealthPartners is hiring a Membership Accounting Web Support Analyst. The primary accountability is to represent HealthPartners while providing quality service to group benefit managers, consultants, third‑party administrators, brokers, and internal customers concerning their web issues in the employer portal.

Act as the single point of telephone and email contact where group benefit managers, consultants, third‑party administrators, brokers, and internal customers can obtain prompt and accurate information about the HealthPartners Employer website.

Serve as an internal resource for HealthPartners staff regarding complex website questions.

Accountabilities

1. Respond to user inquiries through phone and email contact regarding website questions and production problems.
2. Provide accurate, clear and complete information.
3. Assist staff members within Administration who have questions about the HealthPartners website.
4. Explain HealthPartners policies and provide assistance to resolve specific questions or problems regarding the website.
5. Maintain utmost professionalism, a positive attitude and integrity in difficult situations and with group benefit managers, consultants, third‑party administrators, brokers, and internal customers within HealthPartners.
6. Investigate and assist in the resolution of customer concerns regarding any service provided by or through the HealthPartners website.
7. Document the nature of customer concerns according to department procedures.
8. Balance the responsibility of acting as the client advocate while maintaining, applying or representing HealthPartners policies and procedures.
9. Meet specific department goals related to quality and quantity of calls.
10. Coordinate issue or problem resolution with other internal departments on behalf of group benefit managers, consultants, third‑party administrators, brokers, and internal customers within HealthPartners.
11. Act as an internal resource for Membership Accounting staff and other internal HealthPartners staff regarding complex website issues.
12. Identify and trend issues and follow up with the appropriate contact.
13. Work with IS&T development staff in the creation and testing of enhancements and new applications.
14. Assist with the implementation and documentation of Employer web applications and enhancements.
15. Assist with the development of training materials and curriculum for Employer web applications.
16. Assist in monitoring the progress of implemented solutions.
17. Identify and implement processes and tools to manage all of the above.
18. Identify areas for ongoing process improvement across individuals, the department, and cross‑departmentally.
19. Train users on implemented solutions.
20. Attend employer group meetings and present website demos with the Sales department.
21. Participate in meetings with other departments as necessary.
22. Perform other duties as assigned.

Required Qualifications

• Bachelor’s degree or equivalent experience (accounting or web applications).
• Two years customer service experience, preferably in the health care industry.
• Strong computer skills, including Microsoft Outlook, Word, and Excel or comparable applications.
• Strong Internet and website navigation skills.
• Strong analytical and problem‑solving skills.
• Excellent time‑management skills.
• Excellent verbal and written communication skills.
• Ability to work and multi‑task in a fast‑paced, continuously changing environment.
• Demonstrated leadership skills through maintaining a positive/professional attitude and strong work ethic.
• Previous experience working with people on the phone.
• Demonstrated ability to work as an effective team member to improve internal and external customer satisfaction.
• Demonstrated ability to take the initiative and challenge the status quo on behalf of a customer.
• Demonstrated ability to solve complex problems.

Preferred Qualifications

• Strong knowledge of the HealthPartners website, products, policies, and procedures.
• Experience creating training, procedural, and policy documentation.
• Application testing experience.

Decision‑Making

This position is responsible for independent decision making with respect to interpreting company policies and procedures. It has the authority to make recommendations on behalf of customers for service‑related exceptions and to identify issues and provide feedback to leadership staff.