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Customer Care Specialist

2 months ago

Lihue, Hawaii, United States HMSA Full time
Role Overview

The Health Plan Specialist plays a vital role in ensuring a positive and enriching experience for customers at HMSA. This position is dedicated to fostering strong relationships and delivering exceptional service.

Key Responsibilities
  1. Customer Engagement
    • Deliver a superior customer experience that aligns with HMSA's commitment to service excellence.
    • Establish lasting connections with customers by acting as a trusted advisor and fulfilling commitments.
    • Assess customer needs and provide tailored solutions that address specific issues and challenges.
    • Utilize every interaction to guide customers along their health journey, in line with HMSA's vision.
    • Conduct thorough product comparisons to identify the most suitable options for customers, effectively communicating the benefits and features.
    • Foster a welcoming environment for inquiries related to healthcare and insurance, simplifying complex information for customer understanding.
    • Leverage digital tools to educate customers on utilizing HMSA resources effectively.
    • Provide clear guidance on healthcare industry changes and their implications for customers.
    • Support HMSA's overarching goals related to sales, service, and customer satisfaction.
    • Ensure customers are well-informed about their products and benefits.
    • Handle phone inquiries as necessary.
    • Maintain a clean and professional environment within the HMSA Center.
    • Restock informational materials and refreshments as needed.
  2. Welcoming Atmosphere
    • Create a friendly and inviting environment for all customers.
    • Greet customers warmly upon arrival and express gratitude as they depart.
    • Engage customers with questions to identify their needs.
    • Confirm understanding of customer concerns and assess issues for resolution.
    • Guide customers through their experience, ensuring a seamless transition to management or specialists when necessary.
  3. Continuous Learning
    • Stay updated on training requirements and product knowledge.
    • Understand market trends and factors influencing customer decisions.
    • Assist customers in utilizing self-service tools effectively.
  4. Compliance and Standards
    • Adhere to operational guidelines and service standards.
    • Provide constructive feedback on policies and procedures to management.