Health Plan Navigator I - Honolulu

hmsacareers; Honolulu (HI); On-site; USD 38,000 - 60,000; Full time

Job summary

HMSA in Honolulu is seeking a Customer Service Associate to assist customers by phone, email, and online inquiries, delivering timely, accurate, and friendly service while documenting cases and coordinating with departments.

You will perform routine research, resolve issues, and contribute to data accuracy; training will cover servicing HMSA plans, with emphasis on two plans.

Qualifications

• Associate's degree or equivalent combination of education and work experience.
• Effective verbal and written communication skills.
• Basic working knowledge of Microsoft applications including Word, Excel, Outlook, and PowerPoint.

Responsibilities

• Assist customers in a timely and accurate manner in phone interactions while maintaining quality standards.
• Research routine inquiries and resolve issues with basic analytical skills.
• Document and close customer cases and coordinate with HMSA departments for accurate resolutions.
• Participate in training to learn servicing foundations and HMSA plans.

Skills

Verbal and written communication

MS Office

Basic PC knowledge

Education

Associate's degree

Tools

Word

Excel

Outlook

PowerPoint

Job description

1. Assist customers in a timely and accurate manner in phone interactions. Maintain quantity, timeliness, accuracy, and quality performance within established standards that support HMSA's ability to comply with customer performance requirements, while receiving and responding to inquiries. Conduct research for routine inquiries. Apply basic analytical and problem-solving skills to resolve customer inquiries and issues. Research relevant information and make recommendations. Manage inventory of inquiries and coordinate with departments.
   • Resolve servicing interactions by documenting and closing customer cases. Work with peers, management, and HMSA business areas to bring accurate and quality resolution for customers while continuing to follow performance guidelines.
2. Participate in training to learn the foundation and basics of servicing HMSA's customers. Participate in training to be proficient in servicing at least two HMSA plans.
3. Participate in servicing customers through options other than the phone. This could be written or online inquiries, in-person servicing or performing off-line data or project work.
4. Performs all other miscellaneous responsibilities and duties as assigned or directed.

1. Associate's degree or equivalent combination of education and work experience.
2. Effective verbal and written communication skills.
3. Basic working knowledge of Microsoft applications, including but not limited to Word, Excel, Outlook, and PowerPoint.
4. Intermediate PC knowledge and navigation proficiency.