Health Plan Navigator I - Kapolei

hmsacareers; Kapolei (HI); On-site; USD 42,000 - 52,000; Full time

Job summary

HMSA seeks a customer service associate to assist members by phone, provide timely, accurate responses, and document cases. The role emphasizes quality, timeliness, and research to resolve inquiries.

Ideal candidates hold an Associate's degree or equivalent, demonstrate strong verbal and written communication, and have basic MS Office skills (Word/Excel/Outlook/PowerPoint). Training supports proficiency on two HMSA plans, with additional duties as assigned.

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.

Responsibilities

• Assist customers by phone in a timely and accurate manner and document cases.
• Research inquiries and resolve issues using basic analytical skills.
• Maintain inventory of inquiries and coordinate with departments.
• Participate in training to service HMSA's customers and learn two HMSA plans.
• Handle servicing through non-phone channels and assist with offline data or project work.
• Perform all other duties as assigned or directed.

Skills

Verbal communication

Written communication

Customer service

Problem solving

Education

Associate's degree or equivalent

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.