The Company
AlohaCare is a local, non-profit health plan which provides comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. In the true spirit of Aloha, AlohaCare supports, cares and serves the health care needs of Hawaii’s residents and specializes in care for the medically underserved and medically fragile. 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’s strong commitment to support local Hawaiian families is practiced with our employees by reinforcing a healthy work/home balance. Because AlohaCare values honesty, respect and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, monthly appreciation events, quarterly all-staff meetings and annual galas. 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 satisfaction in service.
Primary Responsibilities:
- Job functions are performed in accordance with requirements of Med-QUEST and Medicare contracts, NCQA Accreditation Standards and AlohaCare’s Policies and Procedures.
- Field incoming member and provider routine and complex calls concerning benefits, services, claims and other inquiries.
- Work in one or multiple queues/skill sets over various client contact channels.
- Receive and complete member call backs regarding various company surveys, reminders or mailers.
- May assist Sr. Call Center Specialist in the training and mentoring of new hires.
- Assist and input members in PCP selections and reassignments in accordance with QUEST and AlohaCare policies.
- Responds to all incoming inquires relating to member eligibility and assists members in enrollment into the QUEST 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.
Required Qualifications:
- High school diploma or equivalent
- Minimum of three years customer service or comparable experience
- Current valid Hawaii driver’s license and access to an insured vehicle
- Strong verbal and written communication skills, including public speaking and interpersonal interaction
- High energy level and ability to perform repetitive tasks in a fast paced work environment.
- Flexibility and adaptability to changing priorities.
- Intermediate skill using Microsoft Programs; Word, Excel, Outlook and PowerPoint.
- Ability to think critically with strong multi-tasking skills
Preferred Qualifications:
- Bachelor’s Degree
- Call Center experience
- Provider and/or health plan experience
- Medicaid and/or Medicare experience
Working Conditions/Physical Demands:
- Inside working conditions.
- No environmental hazards.
- Sedentary Work: Exerting up to 20 pounds of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects. Sedentary work involves sitting most of the time, but may involve walking or standing for brief periods of time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.
- Requires verbal and written communication in English
AlohaCare recognizes and values the diversity of its employees, customers and business partners. AlohaCare is proud to be an Equal Opportunity Employer/Minorities/Females/Veterans/Disabled.
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