Member Intake Coordinator

HMSA; Honolulu (HI); On-site; USD 50,000 - 70,000; Full time

Job summary

HMSA is seeking a dedicated Care Support role to greet members, resolve routine program inquiries, and route requests to the right departments. The position emphasizes accurate data management, knowledge of care management programs, and facilitating communication among teams, providers, and members.

The role includes administrative duties, onboarding support for new staff, and ongoing participation in training to stay current with program updates and best practices.

Responsibilities

• Greet members in a professional and courteous manner.
• Resolve basic and routine program-related inquiries efficiently.
• Screen and direct requests and telephone calls to the appropriate individuals or other departments to ensure they receive the appropriate services.
• Provide information about available care management programs and assist members in enrolling or accessing resources tailored to their needs.
• Collaborate with other Care Management Services team members to address complex or escalated concerns.
• Identify opportunities to improve member satisfaction and report feedback to management.
• Demonstrates comprehensive knowledge of the organization's programs and services.
• Communicates service expectations accurately to members, promoting trust and transparency during interactions.
• Attend department meetings and participate in ongoing training to stay informed about program updates and best practices.
• Accurate collection, input, and updating of member-provided data into the appropriate databases is handled in a timely manner.
• Ensure that all information is current and properly maintained for program needs.
• Maintain and ensure all member information is current and properly managed to support program requirements.
• Facilitates communication and processes requests among multi-disciplinary teams, providers, health plans, and members.
• Follow up with members and providers as needed to ensure resolution of outstanding issues.
• Serves as a central point of contact to ensure seamless coordination and efficient information flow.
• Supports Care Management Services Program operations through proficient use of computer-based telephone skills, as needed, to meet operational demands.
• Completes mailing projects from start to finish, maintaining tracking logs, and conducting information research to meet program requirements.
• Performs general office tasks such as managing inter-office mail, overseeing document reproduction, and facilitating facsimile transmission, all while ensuring these responsibilities are carried out in a timely and organized manner to contribute to overall program efficiency.
• Supports the onboarding process for new team members by providing necessary orientation materials and assisting with system access setup.
• Performs all other miscellaneous responsibilities and duties as assigned or directed

Job description

1. Member Interaction and Inquiry Resolution
   • Greet members in a professional and courteous manner.
   • Resolve basic and routine program-related inquiries efficiently.
   • Screen and direct requests and telephone calls to the appropriate individuals or other departments to ensure they receive the appropriate services or
   • Provide information about available care management programs and assist members in enrolling or accessing resources tailored to their needs.
   • Collaborate with other Care Management Services team members to address complex or escalated concerns.
   • Identify opportunities to improve member satisfaction and report feedback to management.
2. Program and Service Knowledge
   • Demonstrates comprehensive knowledge of the organization's programs and services.
   • Communicates service expectations accurately to members, promoting trust and transparency during interactions.
   • Attend department meetings and participate in ongoing training to stay informed about program updates and best practices.
3. Data Management
   • Accurate collection, input, and updating of member-provided data into the appropriate databases is handled in a timely manner.
   • Ensure that all information is current and properly maintained for program needs.
   • Maintain and ensure all member information is current and properly managed to support program requirements.
4. Facilitation of Communication.
   • Facilitates communication and processes requests among multi-disciplinary teams, providers, health plans, and members.
   • Follow up with members and providers as needed to ensure resolution of outstanding issues.
   • Serves as a central point of contact to ensure seamless coordination and efficient information flow.
5. Administrative Support
   • Supports Care Management Services Program operations through proficient use of computer-based telephone skills, as needed, to meet operational demands.
   • Completes mailing projects from start to finish, maintaining tracking logs, and conducting information research to meet program requirements.
   • Performs general office tasks such as managing inter-office mail, overseeing document reproduction, and facilitating facsimile transmission, all while ensuring these responsibilities are carried out in a timely and organized manner to contribute to overall program efficiency.
   • Supports the onboarding process for new team members by providing necessary orientation materials and assisting with system access setup.
6. Performs all other miscellaneous responsibilities and duties as assigned or directed