Account Coordinator

UHA•Honolulu, HI

11d•$21 - $25

About The Position

The Client Relations Coordinator is a member of the Client Services team and provides tier-one support to clients by phone and email. The role serves as a primary point of contact between the Client Services Department and brokers, clients, and groups. It combines customer interaction with back-end service coordination to ensure inquiries are routed appropriately, documented accurately, and resolved efficiently whenever possible. The position also supports quality assurance, peer onboarding, and process improvement initiatives. It calls for an initiative-taking, performance-driven individual with a commitment to customer service excellence. The role must not involve interpreting clinical information or healthcare requests.

Requirements

High school diploma or equivalent.
Proficient PC keyboarding skills.
Proficiency with Microsoft Office, including Excel, Word, PowerPoint, and Outlook.
Ability to manage calls from all types of clients and brokers professionally.
Ability to contribute as a team member toward management's stated goals.
Excellent time management and organizational skills.
Two years of recent experience in customer service, contact center, or client support roles.

Nice To Haves

Associate degree or an equivalent combination of education and experience.
Healthcare industry-related experience.
Experience with or proficiency in Salesforce.

Responsibilities

Serve as the first point of contact for client inquiries by phone and email, providing professional, timely, and accurate support.
Triage service requests and route complex or urgent matters to the appropriate department or team member.
Independently resolve non-complex issues, including basic billing inquiries, eligibility questions, Schedule A concerns, and service concerns within defined protocols.
Maintain an abandon rate below 5% while ensuring customer satisfaction and adherence to quality standards.
Audit and update client contact information to support a delivery success rate of 90% or higher for automated two-month touches.
Respond to voicemails left on the Client Services ACD line.
Process and manage client correspondence using internal tools, including email inboxes and Salesforce.
Collaborate with Client Relations Consultants to support seamless handoffs and end-to-end client services.
Process open enrollment promotional items and collateral orders within four business days.
Enter Client Services Team events in the Concierge calendar.
Document call outcomes and case details accurately in Salesforce.
Help maintain internal knowledge bases, scripting guides, and operational standard operating procedures.
Meet the minimum quality assurance score of 80% for each call and follow client service guidelines and quality standards.
Participate in monthly quality calibration audits; a score below 50 results in development of a coaching plan.
Mentor and onboard new Coordinators, assisting with system training and process acclimation.
Contribute updates, best practices, and process insights to team meetings.
Perform regular or ad hoc outreach tasks as assigned by management.
Perform other duties assigned by the Client Relations Supervisor and/or Manager.
Ensure activities do not involve interpretation of clinical information or healthcare requests.