Member Intake Coordinator

HMSA•Honolulu, HI

21h

About The Position

The Member Intake Coordinator supports Care Management Services by interacting with members, answering routine program inquiries, providing information about care management programs, and helping members enroll in or access appropriate resources. The role screens and directs requests and calls, collaborates with team members on complex concerns, and identifies member satisfaction improvements. The coordinator maintains knowledge of organizational programs and services, communicates service expectations accurately, and participates in department meetings and ongoing training. The role collects, enters, updates, and maintains member data in appropriate databases to support program requirements. The position facilitates communication and requests among multidisciplinary teams, providers, health plans, and members, follows up on outstanding issues, and serves as a central contact for coordination. It also provides administrative support, including computer-based telephone work, mailing projects and tracking, information research, inter-office mail, document reproduction, faxing, and assistance with onboarding materials and system access for new team members. Other duties may be assigned or directed.

Requirements

GED or high school education.
One and a half years of related work experience, or an equivalent combination of education and/or work experience.
Effective verbal and written communication skills.
Good working knowledge of Microsoft Office applications.

Responsibilities

Greet members professionally and courteously and resolve routine program-related inquiries.
Screen and direct requests and telephone calls to appropriate individuals or departments.
Provide information about care management programs and assist members with enrollment or access to resources.
Collaborate with Care Management Services team members to address complex or escalated concerns.
Identify opportunities to improve member satisfaction and report feedback to management.
Maintain comprehensive knowledge of organizational programs and services and communicate service expectations accurately.
Attend department meetings and participate in ongoing training about program updates and best practices.
Collect, input, update, and maintain member-provided information in appropriate databases in a timely manner.
Facilitate communication and process requests among multidisciplinary teams, providers, health plans, and members.
Follow up with members and providers as needed to resolve outstanding issues and support efficient information flow.
Support program operations through computer-based telephone skills as needed.
Complete mailing projects, maintain tracking logs, and conduct information research to meet program requirements.
Perform general office tasks, including managing inter-office mail, document reproduction, and fax transmission.
Support onboarding of new team members by providing orientation materials and assisting with system access setup.
Perform other miscellaneous responsibilities and duties as assigned or directed.