Senior Customer Service Representative

Job Title: Senior Customer Service Representative

Industry: Healthcare

Duration: Direct Hire

Hours: Full-time, Normal business hours *working hours may change based on business needs*

Location: Honolulu, HI

Parking: Paid Parking Available

Pay Rate: $20.00/hour

Join our ohana! This is a local, non-profit health plan with offices on Oahu, Big Island, Maui and Kauai. With nearly 200 employees and 2,200 physicians, specialists and providers, this company’s aloha spirit and family-knit culture will allow you to feel “at home” right at work. Employees share a passion for helping Hawaii’s most underserved communities. This passion for helping and caring for others is internalized and applied to our employees through a supportive and positive work environment, healthy work/life balance, continuous communication and a generous benefits package.

Position Summary:

Provides in/outbound telephonic and occasional face to face service to 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.

Description:

• 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 organizational policies, and updates member records as needed

• Responds 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 organization’s confidential information in accordance with policies, and state and federal laws, rules and regulations regarding confidentiality. Employees have access to the organizational data based on the data classification assigned to this job title.

Requirements:

• High School graduate / equivalent

• Work experience 2 + years of customer service / customer facing responsibilities

• Minimum of 2 years of call center work experience

• Minimum of 2 years health care work experience

• Strong oral, written and interpersonal communication skills, including telephone etiquette

• Strong problem solving skills

• Strong listening skills

• Strong multitasking skills

• High energy level and ability to perform repetitive tasks in a fast paced work environment

• Quick learner with the ability to absorb and retain detailed information

• Possess good judgment and common sense

• Working knowledge of Microsoft Office (Outlook, Word Excel and Lync)

• Flexibility and adaptability to changing priorities

• Excellent attendance, must be punctual and reliable

• Cultural diversity and sensitivity

• Consistent, reliable and impactful performance supporting departmental goals

• Positive attitude and energy

• Consistently strong quality audit ratings

• Demonstrates required performance/productivity with routine and complex job duties and call queue management.

• Associate degree or post high school graduate training preferred– especially in healthcare, insurance or customer service-related fields

• Bilingual or Multilingual a plus – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakers

ID# 1616062

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

• Must show proof of being fully vaccinated against COVID-19 unless a reasonable accommodation is approved. If partially vaccinated, or approved for a vaccine exemption, employees must comply by submitting weekly negative test results from an approved COVID-19 test (PCR or NAAT).

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.