Health Plan Specialist - Hilo

hmsacareers; Hawaii; On-site; USD 40,000 - 56,000; Full time

Job summary

HMSA in Hawaii seeks a customer experience ambassador to deliver an exceptional HMSA Center experience. You will greet visitors, assess problems, recommend solutions, and guide members through health insurance options and enrollment.

Youll build trusted relationships, keep product knowledge current through training, uphold service standards, and ensure the center is clean and well stocked.

Qualifications

• Associate's degree and two years of related experience, or an equivalent combination.
• Excellent verbal and written communication skills.
• Basic knowledge of Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Active Hawaii license with the Hawaii Department of Commerce and Consumer Affairs OR pass all four sections of the licensing exam within three months of hire.
• Having an active license to sell Health, Life and Group Insurance products in Hawaii is a condition of employment.

Responsibilities

• Provide an exceptional HMSA Center experience for customers.
• Build relationships with customers as a trusted advisor and resolve issues.
• Understand HMSA products and propose solutions meeting customer needs.
• Guide customers through health insurance information and enrollment processes.
• Educate customers on HMSA resources and cost tools.
• Maintain a friendly, compliant service environment and assist with sales goals.
• Support the HMSA Center Manager with training and adherence to standards.
• Ensure cleanliness and stocking of collateral and refreshment stations.

Skills

Verbal communication

Written communication

Microsoft Office

Education

Associate's degree

Tools

Word

Excel

PowerPoint

Outlook

Job description

1. CUSTOMER EXPERIENCE

   • Provide all customers with an exceptional customer-focused and positive HMSA Center experience. Ensure that the experience meets the customer's needs and exceeds their expectations. Communicate and promote HMSA's brand message and commitment to service excellence.
   • Build enduring relationships with HMSA's customers/members and other consumers by becoming their personal trusted advisor, and by effectively delivering on commitments.
   • Understand the full suite of products and services offered. Seek to understand the customer's needs; analyze and identify the root causes; propose solutions that meet the customer's specific needs, issues, and problems. Gain acceptance to proceed with an option or solution. Resolve customer issues and/or close sales opportunities.
   • Use every customer interaction to move the customer along the health continuum in furtherance of HMSA's vision.
   • Analyze new customer's needs. Conduct product comparisons to determine eligibility, and identify the best product solutions, including benefits, features, company services, and operation processes and how they specifically benefit the customer. Effectively communicate, educate and sell these options to the customer.
   • Create a friendly service experience for anyone with questions regarding health care, health insurance (benefits, claims, premiums, payments and enrollment) or other related topics. Use broad product and service knowledge to educate and answer customer questions in a way that is simple and easy to understand.
   • Use web-based tools and other aids to educate customers on how to effectively use HMSA resources, including healthcare and cost information tools.
   • Using language that is customer friendly, provide guidance and education to customers/members and other consumers on changes in the healthcare industry (e.g. ACA) and how it affects them.
   • Support and deliver on the HMSA Center's overall sales, service, membership, and customer-satisfaction goals.
   • Ensure customers understand their current products, benefits, tools and how to use them effectively.
   • Service phone inquiries as needed.
   • Ensure the cleanliness and professional appearance of the common areas in the HMSA Center.
   • Refill and stock collateral.
   • Refill and stock refreshment station.

2. GREETING

   • Create a warm and welcoming atmosphere for HMSA Center customers.
   • Warmly greet customers entering and the HMSA Center and thank them as they leave.
   • Ask questions to uncover the customer's problem.
   • Identify and confirm understanding of the problem.
   • Assess the problem and resolve if possible.
   • As the single point person, use good judgment to guide the customer, throughout the HMSA Center experience and create an exceptional warm referral experience to management or to a subject matter expert when appropriate.

3. TRAINING

   • Meet ongoing training requirements and keep current on product and service knowledge.
   • Understand the drivers and trends within HMSA and the healthcare industry that affect HMSA's consumers and shape their buying decisions. Be aware of competitive activities and opportunities.
   • Assist and train customers on use of the self-service tools available such as the self-service kiosk or self-service payment center.

4. STANDARDS AND COMPLIANCE

   • Comply with operational (e.g. operational playbook); service standards (e.g. consumer experience); and all federal, state, and HMSA compliance requirements.
   • Provide input and feedback on corporate policies, processes and procedures, marketing collateral and campaigns to HMSA Center Manager.
5. Performs all other miscellaneous responsibilities and duties as assigned or directed.

1. Associate's degree and two years of related experience, or an equivalent combination of education and experience.
2. Excellent verbal and written communication skills.
3. Basic knowledge of Microsoft Office applications. Including but not limited to Word, Excel, PowerPoint, and Outlook.
4. Active license with the state of Hawaii Department of Commerce and Consumer Affairs OR pass all four sections of the state licensing examination within three months of hire date.
   • Having an active license to sell Health, Life and Group Insurance products in the state of Hawaii is a condition of employment.