Under the direct supervision of the Supervisor, the Data Connection Generalist is responsible for providing administrative support for technological customers in accordance with the quality requirements and specifications. Additionally, Data Connection Generalist is responsible for conducting outbound calls and emails to deliver product and service information and resolve customer issues. Securely manage customer records and communicate effectively to address problems. Prepare reports based on customer data and create tickets for advanced support.
DUTIES & RESPONSIBILITIES:
1. Supports initial case intake and vetting for all nationally supported BenAdmin Technology platforms through Online Access, Product Validation, and Integration Notification to ensure accurate case setup.
2. Sorts and reviews discrepancy reports to identify and resolve data issues efficiently.
3. Facilitates enrollment and resolves eligibility issues by entering information into carrier systems, completing spreadsheets, communicating via email/fax/phone, and following up to confirm transaction completion.
4. Maintains and updates documentation in Excel, OneNote, and Word according to
established workflows, procedures, and protocols to ensure consistency and compliance.
5. Reviews data for deficiencies or errors and report incompatibilities to maintain data integrity.
6. Connects incoming cases to relevant records in the CRM (D365) database to ensure accurate tracking and documentation.
7. Identifies and completes verification tasks within BenAdmin technology platforms to ensure timely and accurate case progression.
8. Protects consumer information by handling all personal, confidential, and identifiable data
in compliance with Health Insurance Portability and Accountability Act (HIPAA) standards.
9. Meets or exceeds departmental goals to contribute to team performance and service excellence.
10. Complete assigned duties and special projects as needed to support evolving business needs.
11. Attend project orientations and training sessions to continuously develop role-specific knowledge and skills.
12. Perform additional tasks related to BenAdmin Technology platforms to support daily business operations and ensure seamless service delivery.
13. Performs other requested tasks related to BenAdmin Technology platforms to support the day-to-day operations of the business.
14. Conduct outbound calls and interact with customers via email, providing product and service information and resolving issues.
15. Maintain and manage customer records and account information.
16. Resolve customer issues through clear, thorough communication and by following proper resolution steps.
17. Prepare product and service reports based on customer information.
18. Contribute to team targets by accomplishing assigned tasks and goals.
19. Create tickets for Level 2 support.
20. Ensure all confidential customer information is noted and processed according to the company's security protocols.
21. Apply an analytical approach to navigating, investigating, and understanding how products work.
22. Demonstrate strong technical troubleshooting skills, with an aptitude for learning new
products, processes, and systems, along with perseverance and patience.
23. Maintain a polite and optimistic demeanor, transforming frustrated customers into satisfied ones.
24. Act as a team player who contributes ideas to improve processes.