Member Services Operations Coordinator

UnitedHealth Group•Honolulu, HI

7h•$18 - $32•Onsite

About The Position

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together. The Member Services Operations Coordinator serves as the first point of contact for members visiting the UnitedHealthcare Community Plan office. This role is responsible for delivering exceptional customer service, supporting healthcare - related inquiries, coordinating office logistics, and serving as the on - site liaison for internal staff and external partners. The coordinator ensures smooth daily operations, facilitates communication, and supports a welcoming and efficient environment for members and staff. This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:45 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime. We offer 1 week of paid training. The hours during training will be 7:45 am - 4:30 pm.

Requirements

High School Diploma / GED
Must be 18 years of age OR older
2+ years of experience in a healthcare, customer service, OR administrative role
Interpersonal and communication skills, with a compassionate and professional demeanor
Proficiency in Microsoft Office Suite and ability to learn internal systems (e.g., CRM, claims platforms)
Ability to work any of our full time, 8-hour shift schedules during our normal business hours of 7:45 am - 4:30 pm from Monday - Friday. It may be necessary, given the business need, to work occasional overtime.

Nice To Haves

Bilingual fluency in English and another language (Korean, Vietnamese, Cantonese, Ilocano, Chukeese, Marshaleese)

Responsibilities

Provide customer service to walk - in customers of the health plan
Answer questions about but is not limited to: Eligibility, plan benefits, pharmacy, prior authorization
Check the member services email for any member - related inquiry and respond accordingly:
Member initiated inquiry: Redirect member to call the call center
Internal staff inquiry: Process / respond
Member Advisory Group will have on - site meetings every quarter
Responsible for coordinating the event, ordering food
Allows member to voice any hot topics, issues / concerns about members going on out there in the community, Informed this
Check and respond to voicemails left on Member Medicaid and DSNP voicemail on daily basis
Log voicemails in tracking log in L drive
Outreach to members and address inquiries / concerns
Triage voicemails that are not pertinent to member services (e.g. provider services, HC request)
Triage DSNP calls to assigned Navigator; If no Navigator, send to team leads or DSNP Navigation Supervisor to assign out for outreach
Perform intake, triage, outreach and respond to requests for member reimbursements
Mail out only urgent public - facing forms / material on request
Outreach to members who have been discharged from the facilities
Perform tasks assigned by Supervisor / Manager
Greet and assist walk - in members with inquiries related to benefits, eligibility, ID cards, provider directories, and care coordination. Provide customer service to walk - in customers of the health plan
Answer questions about but is not limited to: Eligibility, plan benefits, pharmacy, prior authorization
Triage member concerns and escalate to appropriate departments (e.g., Case Management, Claims, Provider Services)
Assist members with completing forms, understanding plan materials, and accessing digital tools
Coordinate with service coordinators and care managers to support member needs, including transportation, appointments, and referrals
Maintain front desk operations, including answering phones, managing appointments, and logging visitor activity
Process incoming and outgoing mail, including secure handling of PHI and time - sensitive documents
Coordinate courier services and deliveries, ensuring timely distribution to appropriate staff
Maintain inventory of office supplies and member - facing materials
Serve as the on - site point of contact for building management, maintenance, and vendors
Report and track facility issues (e.g., HVAC, lighting, janitorial) and ensure timely resolution
Support space planning, workstation assignments, and office moves in collaboration with real estate and facilities teams
Act as the primary on - site contact for visiting staff, vendors, and community partners
Coordinate meeting room reservations, technology setup, and hospitality needs
Support onboarding of new employees by providing office orientation and access coordination
Hawaii Island employee badge administration
Ensure adherence to HIPAA and company privacy standards in all member interactions
Maintain accurate logs and documentation of member visits, issues resolved, and follow - up actions
Participate in audits, quality reviews, and compliance training as required
Support special projects, community events, and health fairs as needed
Assist with reporting, data entry, and administrative tasks to support the broader Member Services team