Engagement Solutions Coordinator II

Company: HMSA
Location: Honolulu
Posted on: March 19, 2023

Job Description:

• 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 of servicing.
  
  
• 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 assignment diversification.
  
  
• 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 manner.
  
  
• 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 assigned
  
  
  
  

Keywords: HMSA, Honolulu , Engagement Solutions Coordinator II, Other , Honolulu, Hawaii