The Role
Coordinate and assign incoming member and provider inquiries, manage staff inquiry volumes to meet SLAs, ensure accurate proofing and record retention, support multiple service channels including in-person, deliver training and QA audits, provide coaching, generate operational reports, and perform related duties.
Summary Generated by Built In
Job Summary & Responsibilities
- Monitor all incoming, online requests for information and assign to the appropriately trained Customer Relations staff person. Multiple factors including the requester's plan type, employer group, authorization level, and other external factors including work queue volume, national accreditation service level agreements, and performance guarantee must be accounted for.
- Manage staff's inquiry volume in a manner that maximizes Customer Relations' ability to ensure all communication channels are performing optimally to meet all service level agreements and groups' performance guarantees that may include large financial penalties.
- Coordinate timely, accurate responses to on-demand requests for information through highly accessible and thorough in-house proofing protocol and ensure complete archiving of inquiries that meets all legal requirements for record retention, operational responsibility, and reporting capabilities.
- Support all servicing channels that Customer Relations offers to our members and providers including phone and direct servicing in our community.
- Conduct training and complete quality assurance audits that ensure timeliness, accuracy, professionalism, and an optimal customer experience; and providing timely, relevant coaching in professional and constructive manner.
- Generate reports as requested that illustrate volume, timeliness, accuracy, and assignment diversification.
- Other duties as assigned.
- Associate's degree and two years of customer service experience servicing through multiple channels (eg, phone, email, correspondence, email, social media, in-person, community outreach) or equivalent combination of education and related work experience.
- Excellent verbal and written communication skills.
- Excellent organizational skills and ability to coach others.
- Working knowledge of MS Office software.
- Strong interpersonal communication skills.
- Strong critical thinking, researching, decision making and problem solving skills.
Skills Required
- Associate's degree and two years of customer service experience servicing through multiple channels or equivalent combination of education and experience
- Experience servicing customers via phone, email, correspondence, social media, in-person, or community outreach
- Excellent verbal and written communication skills
- Excellent organizational skills and ability to coach others
- Working knowledge of MS Office software
- Strong interpersonal communication skills
- Strong critical thinking, researching, decision making and problem solving skills
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.
