Position Summary: Provides in/outbound telephonic and occasional face to face service to AlohaCare members and providers, using the highest degree of expertise, courtesy and professionalism with the objective of retaining the customer's business and ensuring their on-going satisfaction in service.
Primary Duties & Responsibilities: Fields incoming member and provider routine and complex calls concerning benefits, services, claims and other inquiries.Works in one or multiple queues/skill sets over various client contact channels. Receives and completes member call backs regarding various company surveys, reminders or mailers. Works with Call Center Supervisor to assist as peer coach and mentor to new hires.Assist Call Center leadership in the training of newly hired staff. Assists members in Primary Care Physician (PCP) selections and reassignments in accordance with regulatory agency and AlohaCare policies, and updates member records as neededResponds to all incoming inquires relating to member eligibility and assists members in enrollment into the QUEST Integration program.Maintains data integrity by entering and updating information in member and provider database; keeping accurate account of all telephonic transactions.Coordinate routine projects including producing copies, mailings, faxes, and recording all correspondence as indicated.Active team member providing feedback to Call Center management regarding caller inquiry trends, and attentive to changing conditions in the community impacting our customers. Responsible to maintain AlohaCare’s confidential information in accordance with AlohaCare policies, and state and federal laws, rules and regulations regarding confidentiality. Employees have access to AlohaCare data based on the data classification assigned to this job title.
Required Competencies & Qualifications: High School graduate / equivalentWork experience 2 + years of customer service / customer facing responsibilities Work experience 1 + years of call center experience Strong oral, written and interpersonal communication skills, including telephone etiquetteStrong problem solving skillsStrong listening skillsStrong multitasking skillsHigh energy level and ability to perform repetitive tasks in a fast paced work environmentQuick learner with the ability to absorb and retain detailed informationPossess good judgment and common senseWorking knowledge of Microsoft Office (Outlook, Word Excel and Lync)Flexibility and adaptability to changing prioritiesExcellent attendance, must be punctual and reliableCultural diversity and sensitivityConsistent, reliable and impactful performance supporting departmental goals Positive attitude and energyConsistently strong quality audit ratingsDemonstrates required performance/productivity with routine and complex job duties and call queue management.
Preferred Qualifications: Associate degree or post high school graduate training – especially in healthcare, insurance or customer service related fieldsBilingual or Multilingual a pIus – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakersPrior managed care work experience
Physical Demands/Working Conditions: Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled work day. May require occasional lifting, up to 20 pounds
AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record, disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.
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