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Senior Customer Service Representative

Honolulu, HI
  • Expired: over a month ago. Applications are no longer accepted.
Job Description
Job Title: Senior Customer Service Representative

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The Company:

AlohaCare is a local, non-profit health plan serving the Medicaid and Medicare dual eligible population. We provide comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. Our mission is to serve individuals and communities in the true spirit of aloha by ensuring and advocating access to quality health care for all. This is accomplished with emphasis on prevention and primary care through community health centers that founded us and continue to guide us as well as with others that share our commitment. As Hawaii’s third-largest health plan, AlohaCare offers comprehensive prevention, primary and specialty care coverage in order to successfully build a healthy Hawaii.

The Culture:

AlohaCare 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.

AlohaCare’s leadership empowers and engages its employees through frequent diversity, recognition, community, and educational events and programs. AlohaCare has a strong commitment to support Hawaii’s families and reinforces a healthy work/home balance for its employees. Because AlohaCare values honesty, respect and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, employee events and quarterly all-staff meetings. AlohaCare’s comprehensive benefits package includes low cost medical, dental, drug and vision insurance, PTO program, 401k employer contribution, referral bonus and pretax transportation and parking program.

These employee-focused efforts contribute to a friendly, team-oriented culture which is positively reflected into the communities we serve.

The Opportunity:

Position Summary:

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

Primary Duties & Responsibilities:

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

Required Competencies & Qualifications:

• High School graduate / equivalent
• Work experience 2 + years of customer service / customer facing responsibilities
• Work experience 1 + years of call center 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.

Preferred Qualifications:

• Associate degree or post high school graduate training – especially in healthcare, insurance or customer service related fields
• Bilingual or Multilingual a pIus – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakers
• Prior managed care work experience

Physical Demands/Working Conditions:

• Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled workday.
• May require occasional lifting, up to 20 pounds


• Medical Plan (includes drug and vision coverage)
• Dental Plan
• 401(k) Plan with employer match
• Paid Time Off and Paid Holidays
• Employee Recognition & Rewards Programs
• Employee referral award bonus
• Wellness Programs
• Employee Assistance Program
• Short-Term Disability and group life insurance
• Flexible spending account for medical and dependent care

AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record, disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.

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Honolulu, HI
96814 USA