SUMMARY OF POSITION The Service Specialist provides prompt and consistent communication of new policies, procedures, forms, manuals, reports and legislative changes within Account Administration and impacted Plan areas. The position initiates development, review and implementation of policies, forms, form reorders, reports, procedures and manuals. The incumbent works closely with Account Administration staff and other corporate areas to ensure documents and materials convey accurate information about our products and processes. They are also responsible for the online Web Letter Library, sample ID Cards requests, and online items such as: the Group Administrator manual, the Facets Group Procedures and the Facets sample Group Report as well as, the implementation of changes resulting from legislative initiatives. The incumbent is responsible to provide training and technical support to Account Administration staff and personnel outside of the Department. QUALIFICATIONS DESIRED: Prefer a Bachelor's degree in Communications, Journalism or a related field. Prefer a minimum of 3-5 years experience in a healthcare field. Strong writing skills, with editing experience, preferably in a fast changing corporate environment. Ability to communicate professionally both verbally and in writing, with all levels of technical and non-technical personnel and customers to accurately respond to inquiries and solve problems. Strong PC skills, particularly in using Microsoft Word, Excel, PowerPoint and Outlook. Ability to develop, execute, coordinate and participate in major projects and related activities among division/corporate/associated business venture personnel and to manage inter/intra departmental project design, development, and implementation. Ability to conduct and manage multiple projects and priorities simultaneously; experience working on team projects. Responsible for timely, accurate and cost effective completion of assigned project accountabilities including appropriate use of project resources. Must be able to work independently on projects, general assignments and adapt to changing work priorities. Strong organizational and time-management skills. Ability to research, analyze and use project management methods/techniques and their application to corporate projects (e.g. time management, project management, timeliness, etc.). Must have broad knowledge of the healthcare industry. Familiar with form development process, graphic design and internal revision processes. Experience with preparing and delivering oral presentations and ability to provide training in non-traditional training environments. Including the ability to facilitate teamwork. Ability to analyze processes to effectively document and communicate procedures, as well as, proposes recommendations. Familiar with various adult learning theories and training techniques.
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