Engagement Solutions Coordinator I

HMSA • Honolulu, HI

7d

About The Position

This role is responsible for monitoring and managing incoming requests for information, ensuring timely and accurate responses, and supporting various customer relations channels. The coordinator will also be involved in training, quality assurance, and reporting to optimize customer experience and meet service level agreements.

Requirements

• Associate's degree and two years of customer service experience servicing through multiple channels (e.g., phone, email, correspondence, social media, in-person, community outreach) or equivalent combination of education and related work experience.
• Excellent verbal and written communication skills.
• Excellent organizational skills and ability to coach others.
• Working knowledge of MS Office software.
• Strong interpersonal communication skills.
• Strong critical thinking, researching, decision making and problem solving skills.

Responsibilities

• Monitor all incoming, online requests for information and assign to the appropriately trained Customer Relations staff person, accounting for factors such as plan type, employer group, authorization level, work queue volume, and service level agreements.
• Manage staff's inquiry volume to ensure optimal performance across all communication channels and meet service level agreements and performance guarantees.
• Coordinate timely and accurate responses to requests through an in-house proofing protocol and ensure complete archiving of inquiries that meets legal requirements for record retention, operational responsibility, and reporting.
• Support all servicing channels offered by Customer Relations to members and providers, including phone and direct servicing in the community.
• Conduct training and quality assurance audits to ensure timeliness, accuracy, professionalism, and an optimal customer experience, providing timely and constructive coaching.
• Generate reports illustrating volume, timeliness, accuracy, and assignment diversification.
• Perform other duties as assigned.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree