Customer Experience Associate

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Assist members and providers by coordinating care and services.

• Support members, providers, and clients with understanding programs, policies, and procedures.

• Manage incoming and outgoing calls regarding healthcare benefits.

• Process intake documentation in the designated systems.

• Address callers' needs on the first contact while adhering to quality standards.

• Investigate and convey medical information related to services, claims, eligibility, benefits, EAP services, claim status, and authorizations.

• Recognize and respond to crisis calls using appropriate resources.

• Manage routine referrals and triage decisions that do not require clinical judgment.

• Compile and input patient information into the relevant delivery systems.

• Navigate systems, document, and relay customer information.

• Achieve service standards and meet monthly call center performance metrics.

• Support colleagues and engage in high-performance team initiatives.

• Engage in ongoing training and keep updated on operational changes.

• Identify and report operational challenges and inefficiencies.

• Lead or take part in activities aimed at enhancing Care Center performance, quality, and culture.

• Review and retain information from various sources to accurately address calls.

⛳️ Requirements

• Minimum of 2 years of customer service experience.

• Ability to converse and type at the same time, with a focus on detail.

• Must demonstrate flexibility in scheduling and adaptability to change.

• Responsible for achieving monthly individual call center metrics.

• Agreement to recording and evaluations for training and compliance purposes is required.

• Proficient in keyboard functions and navigating multiple computer applications.

• High School diploma or GED is required.

• Must be a resident of Hawaii.

• Compliance with relevant legal, regulatory, contractual, and internal policy requirements is mandatory.

• Understanding and adherence to position-specific security responsibilities and controls are essential.

🏝️ Benefits

• Potential availability of short-term incentives.

• Comprehensive benefits package offered.

• Coverage for health, life, voluntary, and additional benefits.

• Perks for physical, mental, emotional, and financial wellbeing.

• Tobacco-free workplace environment.