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Customer Service Representative I

Honolulu, HI

Order: 1285878
TempToFT

Job Title: Customer Service Representative I

Industry: Healthcare

Duration: Temp to Hire

Hours: Monday – Friday, with schedule options of 7:30AM – 4:30PM or 8:00AM – 5:00PM, with Friday schedule of 8:00AM – 4:00PM

Location: Honolulu, HI

Parking: Not provided

Pay Rate: $15.00/hour

 

This organization is local health insurer that has been serving the health and wellness needs for Hawaii for over 30 years. They are one of the largest health insurers in the state and continue to provide exceptional benefits, one-on-one personalized services, flexibility and choices for Hawaii’s businesses. They also offer great benefits, growth and advancement within their company! 

 

 

Description:

  • Serves as a liaison between health plans, clients, members, and providers

  • Provides professional, thorough, accurate, and timely customer service

  • Assists with resolution of issues via telephone, written correspondence, and/or in person

  • Researches and responds to inquiries regarding plan benefits, billing, payments, claims, and insurance forms

  • Successfully responds to and logs routine telephone and other inquiries from members, providers, employer groups, and clients

  • Have knowledge in the areas of utilizing the plan, benefits, eligibility, claims, premium payment, and accurate completion and processing of forms and documentation

  • Participates in the training process to develop skills and knowledge that will be utilized in performing essential duties

  • Remains current on all changes to customer service policies, procedures and product information to accurately and consistently respond to inquiries

  • Attends meetings and training for updates

  • Identifies specific questions, problems or concerns using clarifying questions and researching individual files

  • Effectively accesses, interprets and analyzes internal policies and information maintained on computer databases, in resource manuals, and in various computer systems to resolve inquiries

  • Accurately responds to and follows up on inquiries in a timely and professional manner that represents the company and our clients favorably through verbal and written communication and refers escalated cases to a specialist or management

  • Logs and tracks inquiries that require further action and maintains pending files to ensure resolution

  • Assists department until situations are resolved

  • Makes outbound phone calls as needed to resolve issues

  • Investigates problems and complaints, including reviewing responses from other departments and supervisors

  • Determines appropriate resolution, including negotiating positive outcomes

  • Assists with special or ongoing projects as assigned

  • Identifies and notifies supervisors of client, member, and system issues or trends and suggests solutions, quality improvements, or procedural changes

  • Informs applicable departments of errors, including claims paid or denied in error, and requests adjustment or correction and follows up on requests and ensures resolution

  • Works independently with minimal supervision

  • Takes the initiative to effectively carry out daily responsibilities

  • Consistently achieves departmental performance standards including problem-solving, decision-making, and logging calls

  • Must comply with Company and Departmental policies and procedures

  • Performs other duties as assigned

  • Must be present in the office to perform the job functions, except for external meetings and events, or unless authorized to work from home

  • Job may be modified at any time

 

Requirements:

  • Intensive training for 1.5 – 2 months, learning 70 plan combinations, training consist of shadowing

  • High school diploma or GED is required

  • Three years of experience in customer service, call centers, or a related area is preferred, a minimum of 1-year customer service is required (Retail/Restaurant included)

  • Excellent customer service, organizational, and verbal and written communication skills

  • Attention to detail, work independently and in a team environment with minimal supervision, and consistently meet deadlines

  • Maintain professionalism under stressful situations

  • Strong listening and problem-solving skills

  • Positively, proactively, and accurately handle customer concerns and focus on multiple tasks simultaneously in a fast-paced call center environment

  • Take initiative to effectively carry out and follow through on daily responsibilities

  • Achieve department performance metrics, including an average calls-logged ratio of 95% or higher

  • Read and interpret documents such as procedure manuals, write correspondence, and speak effectively with customers and employees of the organization

  • Navigate through computer systems including Windows, and proficient keyboarding skills

  • Intermediate-level proficiency in Microsoft Word, Excel, and Outlook

  • Add, subtract, multiply, and divide in units of measure using whole numbers, common fractions, percentages, and decimals.

  • Experience with Internet Explorer or similar web browser preferred

  • Health care industry or related experience preferred

  • Able to remain in a stationary position and work on a computer for up to eight hours per workday

  • Able to converse on the telephone for up to eight hours per workday

  • Able to use standard office equipment such as photocopiers, filing cabinets, and fax machines

 

ID# 1285875

 

All offers are contingent upon the successful completion of background and reference checks. In addition, the following health screens are required:

 

Interested Applicants: Please visit us online at www.staffingsolutionsofhawaii.com to view additional positions. Applications will only be reviewed for applicants currently living in the state of Hawaii and who are available for an interview with Staffing Solutions. #SSOH

 

Why work with Staffing Solutions of Hawaii:

  • We are a local, award winning, and growing privately owned agency in business for 25 years

  • Employees enjoy competitive pay, stimulating careers, and excellent growth opportunities!

  • We have over 120 job positions including full-time, part-time, and internship opportunities inclusive with medical benefits options

  • We partner with 100+ organizations in Hawaii, such as Kaiser Permanente, Bank of Hawaii, Hawaiian Airlines, Hilton Grand Vacations, KHON 2 News and many more!

 

We are proud to be an Equal Employment Opportunity and Affirmative Action employer, including females, minorities, protected Veterans and those with disability.