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Healthcare Service Representative

2 months ago


Lihue, Hawaii, United States Hawaii Medical Service Association Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as a Healthcare Service Representative at the Hawaii Medical Service Association (HMSA). As a key member of our team, you will be responsible for providing exceptional customer service and support to our members, ensuring that their needs are met and exceeded.

Key Responsibilities
  • Customer Experience
    • Provide personalized service to our members, ensuring that their experience meets their needs and exceeds their expectations.
    • Build strong relationships with our members, becoming their trusted advisor and delivering on commitments.
    • Analyze customer needs, identify solutions, and propose options that meet their specific needs, issues, and problems.
    • Use every customer interaction to move the customer along the health continuum in furtherance of HMSA's vision.
    • Stay up-to-date on product and service knowledge, using this expertise to educate and answer customer questions in a clear and concise manner.
  • Greeting and Welcome
    • Create a warm and welcoming atmosphere for our members, warmly greeting them upon arrival and thanking them as they leave.
    • Ask questions to uncover the customer's problem, identify and confirm understanding of the problem, and assess the problem and resolve if possible.
    • Use good judgment to guide the customer throughout the HMSA Center experience, creating an exceptional warm referral experience to management or to a subject matter expert when appropriate.
  • Training and Development
    • Meet ongoing training requirements, staying current on product and service knowledge.
    • Understand the drivers and trends within HMSA and the healthcare industry that affect our consumers and shape their buying decisions.
    • Assist and train customers on the use of self-service tools, such as the self-service kiosk or self-service payment center.
  • Standards and Compliance
    • Comply with operational standards, service standards, and all federal, state, and HMSA compliance requirements.
    • Provide input and feedback on corporate policies, processes, and procedures, marketing collateral, and campaigns to HMSA Center Manager.
Requirements
  • Associate's degree and two years of related experience, or an equivalent combination of education and experience.
  • Excellent verbal and written communication skills.
  • Basic knowledge of Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
  • Active license with the state of Hawaii Department of Commerce and Consumer Affairs, or pass all four sections of the state licensing examination within three months of hire date.