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Healthcare Customer Engagement Specialist

2 months ago

Honolulu, Hawaii, United States HMSA Full time

CUSTOMER INTERACTION
Deliver an outstanding customer-centric experience at the HMSA Center. Strive to meet and surpass customer expectations while effectively communicating HMSA's dedication to service excellence.


Foster lasting relationships with HMSA's members and other consumers by acting as their reliable advisor, ensuring commitments are fulfilled.

Comprehend the comprehensive range of products and services available.

Identify customer needs; analyze underlying issues; and propose tailored solutions that address specific challenges.

Gain agreement to move forward with proposed options. Address customer concerns and capitalize on sales opportunities.

Utilize every customer interaction to guide them along the health continuum, aligning with HMSA's vision.

Assess new customer requirements.

Conduct product evaluations to establish eligibility and recommend optimal product solutions, including benefits, features, company services, and operational processes that specifically cater to the customer.

Effectively convey, educate, and promote these options to the customer.


Create a welcoming service environment for inquiries related to healthcare, health insurance (benefits, claims, premiums, payments, and enrollment), or other relevant topics.

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


Employ digital tools and resources to educate customers on effectively utilizing HMSA offerings, including healthcare and cost information tools.

Utilizing accessible language, provide guidance and education to customers/members regarding changes in the healthcare landscape (e.g., ACA) and their implications.

Support and contribute to the HMSA Center's overarching sales, service, membership, and customer satisfaction objectives.

Ensure customers are well-informed about their current products, benefits, tools, and how to utilize them effectively.

Handle phone inquiries as necessary.

Maintain the cleanliness and professional appearance of common areas within the HMSA Center.

Restock and replenish informational materials.

Restock and maintain the refreshment area.

WELCOME EXPERIENCE
Establish a warm and inviting atmosphere for HMSA Center visitors.

Greet customers warmly upon entry and express gratitude as they depart.

Engage with questions to uncover customer challenges.

Confirm understanding of the issue at hand.

Evaluate the problem and resolve it when possible.


As the primary point of contact, exercise sound judgment to guide the customer throughout their HMSA Center experience, ensuring a seamless referral to management or a subject matter expert when necessary.


PROFESSIONAL DEVELOPMENT
Meet ongoing training obligations and stay updated on product and service knowledge.


Understand the factors and trends within HMSA and the healthcare sector that influence consumer decisions.

Stay informed about competitive dynamics and opportunities.


Assist and educate customers on utilizing self-service tools, such as kiosks or payment centers.


REGULATORY COMPLIANCE
Adhere to operational guidelines (e.g., operational playbook); service standards (e.g., consumer experience); and all federal, state, and HMSA compliance mandates.

Provide feedback on corporate policies, processes, and marketing materials to the HMSA Center Manager.

Perform all other miscellaneous responsibilities and duties as assigned or directed.

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