Customer Service Representative - Kauai, Hilo or Oahu

Job Description

Job Description

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The Company:

AlohaCare is a local, non-profit health plan serving Hawai`i’s low-income residents with free Medicaid and dual Medicare health insurance coverage. Our members include children, seniors and adults residing on all islands. We provide comprehensive benefits and managed care services with an emphasis on healthy living habits and preventive primary health care. Our approach is to meet the whole-person health and social needs of members. Through our community partnerships we offer innovative services such as connection to social service agencies, Native Hawaiian healing services and in-home primary care for qualified members. Our mission is to serve in the true spirit of aloha by ensuring and advocating for access to quality health care for all. We are Hawaii’s third-largest health plan and offer a wide network of quality primary care, specialists, hospitals, pharmacies and among many other providers across the state.

The Culture:

AlohaCare employees have a passion for helping Hawai`i’s most underserved communities. Our caring culture is fundamental to our company-wide team approach to providing high quality services. We support our employees with a supportive and positive work environment, healthy work-life balance, continuous communication, and a generous benefits package.

AlohaCare’s leadership empowers and engages its employees by recognizing outstanding job performance and collaboration. We share organization-wide updates during quarterly All Staff meetings. We encourage participation in volunteer and educational opportunities. We put a high value on honesty, respect, and trust-building. We encourage open-door, two-way, and frequent communication.

AlohaCare’s comprehensive benefits package includes low-cost medical, dental, drug and vision insurance, paid time-off, 401k employer contribution, referral bonus and pretax transportation and parking program.

The Opportunity:

The Customer Service Representative is a customer-focused, detail-oriented service representative that supports customers through inbound and outbound phone, digital, and occasional face-to-face service channels, using the highest degree of expertise, courtesy, and professionalism with the objective of retaining the customer's business and ensuring their on-going satisfaction.

Primary Duties and Responsibilities:

• Fields a wide range of incoming member and provider routine and complex calls, emails, texts, and chats concerning benefits, services, claims, and other inquiries.
• Ability to handle member inquiries, complaints, concerns, and discrepancies in a professional and caring manner.
• Works in multiple queues/skill sets over various client contact channels.
• Responds to all incoming inquiries relating to member eligibility and assists members in understanding and navigating the enrollment process into the QUEST Integration program and Medicare program.
• Maintains data integrity by entering and updating information in member and provider databases, keeping accurate account of all contact transactions.
• Implements routine tasks including producing copies, mailings, faxes, and recording all correspondence as indicated.
• All other duties assigned.
• Adhere to regulatory compliance and quality guidelines as well as AlohaCare policies and procedures.
• Responsible to maintain AlohaCare’s confidential information in accordance with AlohaCare policies, state and federal laws, rules and regulations regarding confidentiality. Employee access to AlohaCare data is based on the classification assigned to this job title.

Requirements:

• High school diploma or equivalent.
• Minimum of 1 year of customer service, sales and/or customer facing responsibilities.
• Achieves results, builds trust, communicate effectively, customer and quality focused.
• Strong interpersonal and facilitation skills with the ability to communicate with all levels of the organization.
• Strong, effective, and precise written and oral communication skills; speak clearly and persuasively in positive or negative situations.
• Professional telephonic etiquette skills.
• Ability to solve problems, analyze, think critically, and make good judgments.
• Strong customer service skills and be able to work in a diverse, demanding and evolving environment with strong conflict and problem resolution skills.
• Able to work independently with minimal supervision.
• Able to effectively work in a fast-paced and changing environment, manage multiple projects and priorities across multiple teams/projects and in a matrixed environment.
• Possesses excellent time management and organizational skills; dependable, enthusiastic, self-starting, and self-motivated. Uses time effectively, reacts professionally under pressure.
• Excellent attendance must be punctual and reliable.
• Cultural diversity and sensitivity.
• Positive attitude and energy.
• Demonstrates required performance/productivity with routine and complex job duties and call queue management.
• Working knowledge of Microsoft programs: Word, Excel, Outlook and PowerPoint.
• Experience in the operation of general office equipment to include PC, fax/copy machine and phone system.
• High competence with computers, multitasking between multiple computer software programs, and keyboarding skills.
• Quick learner with the ability to absorb and retain detailed information.

Preferred Requirements:

• Associate degree or post high school graduate training in healthcare, insurance, customer service or related field or equivalent combination of education and experience.

• Minimum of 1 year of call center experience.
• Minimum of 1 year of healthcare administration experience.
• Bilingual or Multilingual – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakers.
• Prior experience demonstrates consistently strong efficiency of performance and quality assurance ratings.

Mental, Physical and Environmental Demands:

• Sedentary Work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally, and all other sedentary criteria are met.
• In office working environment.
• May require prolonged sitting- up to 4 hours.
• Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled workday. ?

Salary Range: $17.00 - $19.50 an hour

AlohaCare is committed to providing equal employment opportunities 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/veteran status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.