Account Coordinator

AAF Hawaii; Honolulu, Northern (HI, KY); Hybrid; USD 44,000 - 53,000; Full time

Benefits offered by this job

Family medical insurance coverage 100%

20 days paid personal time off in the

Job summary

AAF Hawaii is hiring for Account Coordinator & Client Relations Coordinator to deliver high-quality, frontline client support via phone and email. You will coordinate with brokers, clients, and teams to ensure smooth communication and accurate documentation.

The role includes onboarding peers, assisting with quality assurance, and driving process improvements to enhance the client experience. Strong Microsoft Office skills and Salesforce experience are preferred.

Qualifications

• Proficient PC keyboarding skills.
• Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
• Two years of customer service, contact center, or client support experience.

Responsibilities

• Serve as the first point of contact for client inquiries via phone and email.
• Triage service requests and route to appropriate departments or team members.
• Independently resolve non-complex issues within defined protocols.
• Maintain an abandonement rate below 5% while ensuring customer satisfaction.
• Audit and update client contact information to ensure 2-month touches meet 90% delivery success.
• Respond to voicemails left on the Client Services line.
• Process and manage client correspondence using internal tools (including Salesforce).
• Collaborate with Client Relations Consultants for seamless handoffs.
• Process enrollment promo items and collateral orders within four business days.
• Enter events for Client Services Team in the Concierge calendar.
• Document call outcomes and case details in CRM.
• Maintain internal knowledge bases, scripting guides, and SOPs.
• Ensure QA score of 80% per call; participate in calibration audits.
• Be a peer mentor and onboarding buddy to new Coordinators.
• Share updates in team meetings; perform ad-hoc outreach as assigned.
• Perform any other duties as assigned; ensure no healthcare interpretation.

Skills

Keyboarding

Microsoft Office

Time Management

Organizational Skills

Education

High School Diploma or equivalent

Associate degree or equivalent

Tools

Salesforce

Microsoft Office Suite

Job description

JOIN UHA’S TEAM

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Account Coordinator > Client Relations Coordinator

We focus on your health and pay 100% for your family's medical insurance and provide 20 days of paid personal time off during your first year!

FLSA Status: Full, Time Non-Exempt

Salary Range: $21.19 To $25.43 Hourly

Salary Range: 21.19 - 25.42/hr

Position Overview:

The Client Relation Coordinator is a key member of the Client Services team. This position is responsible for providing exceptional tier one support to clients via phone and email. and be the primary point of contact between the Client Services Department and brokers, clients, and groups. The core responsibility is to provide exceptional customer service and ensure smooth communication across teams. This position balances customer interaction with back-end service coordination, ensuring inquiries are routed correctly, documented accurately, and resolved efficiently whenever possible. In addition to frontline support, the Client Relations Coordinator assists in quality assurance activities, peer onboarding, and process improvement initiatives that drive team excellence and enhance the client experience. This role requires an initiative-taking, performance-driven individual with a passion for customer service excellence.

Essential Duties & Responsibilities:

• Client Interaction & Issue Resolution
  • Serve as the first point of contact for incoming client inquiries via phone and email, providing professional, timely, and accurate support.
  • Triage service requests and route complex or urgent matters to appropriate departmens or team members.
  • Indepelendly resolve non-complex issues, such as but not limited to basic billing inquiries, eligibility questions, Schedule A or service concerns within defined protocols.
  • Maintain an abandonmnet rate below 5% while ensuring customer satisfaction and adherence to quality standards.
  • Audit and update client contact information as needed to ensure automated 2-month touches sent out meet delivery success rate of 90% or higher.
  • Respond to voicemails left on the Client Services ACD line.
• Administractive Support & Documentation
  • Process and manage client corresondance using internal tools (included but not limited to email inboxes, Salesforce)
  • Collaborate closely with Client Relations Consultants to support seamless handoffs and end-to-end client services.
  • Process open enrollment promo items and collateral orders within four business days.
  • EntereventsforClientServicesTeamintheConciergecalendar.
  • Accurately document call outcomes and case details in CRM (Salesforce).
  • Assist in maintaining internal knowledge bases, scripting guides, and operational SOPs.
• Quality Assurance & Performance Monitoring
  • Ensure all client interactions meet the minimum quality assurance (QA) score of 80% for each call .
  • Review and adhere to client service guidelines and quality standards in every interaction.
  • Participate in monthly quality calibration audits. A score lower than 50, a coaching plan will be developed.
• Peer Support & Onboarding
  • Be a peer mentor and onboarding buddy to new Coordinators, assisting with system training and process acclimation.
  • Contribute to team meetings by sharing updates, best practices, or process insights.
  • Perform regular or ad-hoc outreach tasks as assigned by management.
  • Additional Duties
  • Perform any other duties as assigned by the Client Relations Supervisor, and/or Manager, contributing to the overall success of the team.
  • Ensure no activity involves the interpretation of clinical information or healthcare requests, maintaining compliance with company regulations.

Required Education and Experience:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High School Diploma or equivalent.
• Proficient PC keyboarding skills.
• Proficiency with Microsoft Office, including, but not limited to: Microsoft Excel, Word, PowerPoint, and Outlook.
• Able to manage all types of clients and broker calls in a professional manner.
• Able to work as a contributing Team Member towards achieving management’s stated goals.
• Excellent time management and organizational skills.
• Two (2) years of recent experience in customer service, contact center, or client support roles.

Preferred and Advanced Qualifications:

• Associate degree or equivalent combination of education and experience.
• Healthcare industry related experience.
• Experience or proficient in Salesforce.

Competitive compensation & excellent benefits offered