Health Plan Navigator I - Honolulu

HMSA; Honolulu (HI); On-site; USD 42,000 - 60,500; Full time

Job summary

HMSA in Honolulu, Hawaii, seeks a Health Plan Navigator to guide members through HMSA health plan benefits and programs. The role primarily serves customers by phone, with in-person, virtual, and online servicing supported to enhance the member experience and health outcomes.

Based in Honolulu, this full-time, non-exempt position focuses on informing members about healthcare costs and HMSA plan benefits, while assisting with benefit details and service requests.

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.
• Intermediate PC knowledge and navigation proficiency.

Responsibilities

• Assist customers by phone with inquiries and provide timely, accurate responses.
• Document and close customer cases; coordinate with departments to resolve issues.
• Participate in training to service multiple HMSA plans.
• Support servicing customers through in-person, online, or off-line channels as needed.
• Perform miscellaneous duties as assigned.

Skills

Communication skills

Education

Associate degree

Tools

Microsoft Office

Job description

Employment Type

Full-time

Exempt or Non-Exempt

Non-exempt [Non-ex.]

Job Summary

The Health Plan Navigator guides members through the complexities of HMSA's health plan benefits and programs. The Navigator will assist and build relationships with customers primarily by phone, and will also provide support in-person, virtual, and through online servicing tools. The Navigator is responsible for consumer experience, improving and maintaining health outcomes, informing members on health care cost and utilizing their HMSA plan benefits.

Worksite Location (In-Office)

Honolulu, Hawaii

Pay Range

$42,000 - $60,500

Note

Individuals typically begin between the minimum to middle of the pay range

Minimum 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 but not limited to Word, Excel, Outlook, and PowerPoint.
• Intermediate PC knowledge and navigation proficiency.

Duties And Responsibilities

• 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.
• 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.
• 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.
• Performs all other miscellaneous responsibilities and duties as assigned or directed.