Health Plan Navigator I - Keaau

HMSA; Keaau (HI); On-site; USD 42,000 - 65,000; Full time

Job summary

HMSA in Hawaii is seeking a customer service professional to support members via phone with accurate, timely responses, maintaining service quality in line with performance standards.

You will document cases, coordinate with other departments, and participate in training to support at least two HMSA plans.

The role also covers non‑phone channels such as written inquiries, online interactions, in‑person servicing, or project work, plus other duties as assigned.

Responsibilities

• Assist customers via phone with timely, accurate, and quality service.
• Document and close customer cases, coordinating with HMSA teams.
• Participate in training to support HMSA plans knowledge.
• Handle non‑phone servicing including written, online, or in‑person inquiries.
• Perform other duties as assigned.

Job description

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