Manager, Membership Administration

HMSA; Honolulu (HI); On-site; USD 70,000 - 90,000; Full time

Job summary

HMSA is looking for a candidate to manage and lead a membership admin team in Honolulu, Hawaii. You will provide training and mentorship while overseeing day-to-day operations, including performance monitoring and stakeholder collaboration.

The ideal candidate should have strong leadership skills aimed at improving efficiency and customer satisfaction while ensuring compliance with regulations. This role addresses complex case handling and the development of new operational policies.

Responsibilities

• Manage and lead a membership admin team by providing training, mentorship, and best practice solutions.
• Manage daily operations of the membership admin team, including inventory analysis, tracking and resolution.
• Serve as the escalation point for complex or disputed cases and drive resolution within defined SLA.
• Monitor and analyze key performance indicators (KPIs) and take corrective actions to improve efficiency, accuracy, and customer satisfaction.
• Collaborate with key stakeholders to ensure a consistent and integrated approach to accurate case processing.
• Maintain documentation, audit trails, and reporting in line with compliance requirements.
• Contribute to the development and implementation of new policies, procedures, and systems.
• Stay current with changes in laws and industry best practices related to membership admin management.

Job description

1. Manage and lead a membership admin team by providing training, mentorship, and best practice solutions.
2. Manage daily operations of the membership admin team, including inventory analysis, tracking and resolution.
3. Serve as the escalation point for complex or disputed cases and drive resolution within defined SLA.
4. Monitor and analyze key performance indicators (KPIs) and take corrective actions to improve efficiency, accuracy, and customer satisfaction.
5. Collaborate with key stakeholders to include underwriting, LOB, legal, servicing teams to ensure a consistent and integrated approach to accurate and timely case processing.
6. Maintain documentation, audit trails, and reporting in line with internal controls and external compliance requirements.
7. Contribute to the development and implementation of new policies, procedures, and systems to improve membership admin operations.
8. Stay current with changes in laws, regulations, and industry best practices related to membership admin management. Performs all other miscellaneous responsibilities and duties as assigned or directed.