The Role
Provide in-office servicing for assigned employer groups: handle inquiries, coordinate GTB/certificate requests, validate SBCs and benefit summaries, update rates in QNXT, support open enrollment and onboarding, research delinquencies and retro transactions, collaborate with cross-functional teams, and meet retention and service metrics.
Summary Generated by Built In
Job Summary & Responsibilities
- In-office service contact for assigned groups. Handles day-to-day servicing inquiries directly with account contact via e-mail and phone.
- Assist with coordination of GTB and certificate requests.
- Validate the Summary of Benefits Coverage (SBCs), Benefit Summaries, and Summary of Changes that all accurately reflect what the group contracted for and ensure that employer group SBCs are sent out timely in accordance with Federal regulations.
- Prepare and submit documentation of accepted renewal rates and benefit changes (if applicable) for system updates. Verify that rates and benefits submitted are reflected accurately in HMSA's QNXT system.
- Assist with activities associated with Open Enrollment and the new group on-boarding process as assigned.
- Work with internal HMSA departments to answer account questions and resolve issues as needed. i.e.- Membership, Customer Relations
- Screen delinquency report monthly and work under the guidance of the account manager to determine when proactive outreach to selected employers who are past due is necessary, or to request exceptions when justified. Follow up with actions to avoid negative impact on the group's employees.
- Review retroactive transactions and work under the guidance of the account manager to determine whether an exception is warranted. Research claims paid and uncovered any special circumstances which may affect exception decision.
- Assist with researching, processing and following up on inquiries from employer groups.
- Meet assigned goals for customer retention, servicing standards, customer survey and other key performance metrics as defined.
- Work in collaboration with cross functional team consisting of Strategic Account SAM, ARC, ARS I and HPA. This includes attending team meetings to plan various account servicing activities, appropriate escalation of issue, accepting delegated work from members of the team, and serving as the in-office contact for field-based team members needed assistance while in the field.
- Assist in implementing proactive sales and servicing strategies
- Back up for ARS team members and account teams.
- Performs all other miscellaneous responsibilities and duties as assigned or directed.
#LI-Hybrid
Preferred Qualifications- Associate's degree and two years progressively responsible work experience, or equivalent combination of education and/or related work experience.
- Strong verbal and written communication skills
- Intermediate working knowledge of Microsoft Office applications, including but not limited Word, Excel, Outlook, and PowerPoint.
Skills Required
- Associate's degree and two years progressively responsible work experience, or equivalent combination of education and/or related work experience
- Strong verbal and written communication skills
- Intermediate working knowledge of Microsoft Office applications including Word, Excel, Outlook, and PowerPoint
HMSA Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about HMSA and has not been reviewed or approved by HMSA.
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Healthcare Strength — Medical and dental coverage are described as solid, with preventive services and select zero‑cost features adding value in recent plan years. Employer-sponsored plans can have affordable premiums in certain groups and broad access options.
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Retirement Support — A 401(k) with company match and potential discretionary contributions forms a strong component of total rewards. Retirement support complements the core medical and dental package.
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Leave & Time Off Breadth — Paid holidays and PTO that increases with tenure provide meaningful time‑off flexibility. Time‑away benefits scale with service length.
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The Company
What We Do
The Hawaii Medical Service Association (HMSA), an independent licensee of the Blue Cross and Blue Shield Association, is a reliable name in Hawaii health care. Established in 1938, we are the largest and most experienced provider of health care coverage in the state. Over half of Hawaii’s population have chosen HMSA for their health care coverage. We are dedicated to providing quality, affordable health plans; employee benefit services; and worksite wellness programs. HMSA also offers a variety of programs, services and support to help improve the health and well-being of our members and community.
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