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Healthcare Support Associate

2 months ago

Oklahoma City, Oklahoma, United States Hawaii Medical Service Association Full time

Compensation Range :
$45,654 - $67,026, eligible for performance bonuses

Overview :
The HMSA Center Representative plays a crucial role in delivering a unique, engaging, and positive experience for our valued customers at HMSA. This position is dedicated to providing exceptional service, sales support, and assistance.

As a representative of HMSA, you will actively promote our brand and uphold our commitment to unparalleled consumer focus for the residents of Hawaii.

Key Responsibilities
Customer Engagement
Deliver an outstanding customer-centric experience at the HMSA Center. Strive to meet and exceed customer expectations while effectively communicating HMSA's brand message and dedication to service excellence.

Foster lasting relationships with customers by becoming their trusted advisor and fulfilling commitments effectively.

Understand the comprehensive range of products and services available.

Identify customer needs, analyze issues, and propose tailored solutions that address specific concerns.

Secure agreement to proceed with recommended options or solutions. Address customer inquiries and close sales opportunities.
Utilize every interaction to guide customers along their health journey in alignment with HMSA's vision.
Assess new customer needs.

Conduct product comparisons to determine eligibility and recommend the most suitable solutions, including benefits, features, and services that cater to the customer's needs.

Clearly communicate, educate, and promote these options to customers.

Create a welcoming environment for anyone seeking information regarding healthcare, health insurance (benefits, claims, premiums, payments, and enrollment), or related topics.

Leverage extensive product knowledge to educate and respond to customer inquiries in a straightforward manner.

Utilize online tools and resources to assist customers in navigating HMSA offerings, including healthcare and cost information.

Provide clear guidance and education to customers regarding changes in the healthcare landscape and their implications.
Support the HMSA Center's overall objectives in sales, service, membership, and customer satisfaction.
Ensure customers are well-informed about their current products, benefits, and how to utilize them effectively.
Assist with phone inquiries as necessary.
Maintain cleanliness and professionalism in the common areas of the HMSA Center.
Restock informational materials and refreshments.
Welcoming Environment
Establish a friendly and inviting atmosphere for HMSA Center visitors.
Greet customers warmly upon entry and express gratitude as they leave.
Engage customers with questions to uncover their needs.
Identify and clarify their concerns.
Assess issues and resolve them when possible.

As the primary point of contact, exercise sound judgment to guide customers through their HMSA Center experience and create a seamless referral process to management or specialists when necessary.

Training and Development
Meet ongoing training requirements and stay updated on product and service knowledge.

Understand industry trends and factors that influence customer decisions.

Stay informed about competitive activities and opportunities.
Assist customers in utilizing self-service tools, such as kiosks or payment centers.
Compliance and Standards
Adhere to operational guidelines, service standards, and all regulatory requirements.
Provide feedback on corporate policies, processes, and marketing materials to the HMSA Center Manager.
Additional Responsibilities
Perform any other duties as assigned.
Employment Status
Non-exempt
Qualifications
Associate's degree and two years of relevant experience, or a combination of education and experience.
Strong verbal and written communication skills.
Basic proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.

Active license with the state of Hawaii Department of Commerce and Consumer Affairs or successful completion of all sections of the state licensing exam within three months of hire.