Health Plan Navigator I - Kapolei

HMSA•Kapolei, HI

16h

About The Position

This role involves assisting customers via phone interactions in a timely and accurate manner. The Health Plan Navigator I is responsible for maintaining performance standards related to quantity, timeliness, accuracy, and quality, while responding to customer inquiries. This includes conducting research for routine inquiries, applying analytical and problem-solving skills to resolve issues, researching relevant information, making recommendations, and managing the inventory of inquiries. The position also requires documenting and closing customer cases, and collaborating with peers, management, and HMSA business areas to ensure accurate and quality resolutions while adhering to performance guidelines. Additionally, the role includes participating in training to understand HMSA's customer servicing foundations and becoming proficient in servicing at least two HMSA plans. Servicing customers through various channels beyond the phone, such as written or online inquiries, in-person interactions, or off-line data/project work, is also a key aspect. Miscellaneous responsibilities and duties as assigned are also part of the role.

Requirements

Associate's degree or equivalent combination of education and work experience.
Effective verbal and written communication skills.
Basic working knowledge of Microsoft applications, including but not limited to Word, Excel, Outlook, and PowerPoint.
Intermediate PC knowledge and navigation proficiency.

Responsibilities

Assist customers in a timely and accurate manner in phone interactions.
Maintain quantity, timeliness, accuracy, and quality performance within established standards.
Conduct research for routine inquiries.
Apply basic analytical and problem-solving skills to resolve customer inquiries and issues.
Research relevant information and make recommendations.
Manage inventory of inquiries and coordinate with departments.
Resolve servicing interactions by documenting and closing customer cases.
Work with peers, management, and HMSA business areas to bring accurate and quality resolution for customers while continuing to follow performance guidelines.
Participate in training to learn the foundation and basics of servicing HMSA's customers.
Participate in training to be proficient in servicing at least two HMSA plans.
Participate in servicing customers through options other than the phone (written or online inquiries, in-person servicing, or performing off-line data or project work).
Perform all other miscellaneous responsibilities and duties as assigned or directed.