Engagement Solutions Coordinator II
Posted on: March 19, 2023
- Coordinate the work of staff that monitors all incoming
telephone volume, online requests for information and assigns them
to the appropriately trained Customer Relations staff person.
Ensure workflows and training are in place such that the staff's
inquiry volume is managed to maximize the departments' ability to
ensure all communication channels are performing optimally to meet
all service level agreements and groups' performance guarantees
that may include large financial penalties.
- Provides leadership, coaching and feedback to staff to meet
individual, team and departmental objectives. Assesses staff needs
and ensures training is provided. Learns to provide input in a
constructive manner and participate in staff's interim and year-end
performance reviews. Confers with supervisory or managerial
personnel to recommend development to ensure quality and accuracy
- Evaluates effectiveness of staffing by precision queue, staff
offline time schedules, unit policies and procedures; organize and
document findings, identify member problems, identify accessibility
problems, member education needs or trends and provide feedback and
recommendations to supervisor/manager. Coordinates trend resolution
with personnel from CR and internal departments. Generates reports
as requested that illustrate volume, timeliness, accuracy, and
- Coaches staff on handling difficult and sensitive customer
inquiries, or handles inquiry personally. Resolves complaints and
ensures satisfactory resolution. Coordinates and provides accurate
and timely information to CR staff on new and updated benefits,
products, workflows, and procedures. Conduct training and complete
quality assurance audits that ensure timeliness, accuracy,
professionalism, and an optimal customer experience; and providing
timely, relevant coaching in professional and constructive
- Support all servicing channels that Customer Relations offers
to our members and providers including phone and direct servicing
in our community.
- Performs all other miscellaneous responsibilities and duties as
Keywords: HMSA, Honolulu , Engagement Solutions Coordinator II, Other , Honolulu, Hawaii
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