Identify, track and coordinate all external member communications with the goal of ensuring that Customer Relations staff has adequate advance notice and information to support the mail campaigns. Ensure that the timing of mail-outs aligns with Customer Relations operations to maximize the department’s ability to engage intelligently with members. Support the servicing staff and management with resolution of complex customer inquiries and personnel matters. Represent the department on cross-functional corporate teams.
Duties and Responsibilities:
Work with the Manager, Engagement Solutions, to develop a system for identifying, tracking and coordinating external communications campaigns initiated by departments across the organization. Alert management and staff of significant member outreach efforts with sufficient notice to make any necessary preparations.
Supervise Guest Membership Program, Travel Coordination and Member Fulfillment staff that support the Customer Relations call center in a way that exceeds internal and external expectations and standards, including the Association’s First Call Resolution (FCR) and Member Touchpoint Measures (MTM), corporate Balanced Scorecard (BSC) requirements, positive customer satisfaction levels, and employer groups’ performance guarantees.
Articulate, review and oversee the staff’s consistent adherence to corporate and department policy standards to ensure efficient operations and compliance with requirements set by Federal and State laws, National Committee for Quality Assurance (NCQA), FCR and MTM standards, BSC measures, and group performance guarantees where poor performance could result in monetary penalties.
Represent the needs of the department and HMSA’s customers when participating on cross-functional corporate project implementation teams, report back to Customer Relations management staff, and follow up as needed. Participation may require development of business requirements, writing test cases, and validating results. Decisions made during project implementation have sweeping impact on members and providers.
Select, train and develop Customer Relations staff, which includes the timely compilation and dissemination of individual employee performance statistics and developing leadership training programs for staff to become competent leaders. This duty requires a thorough understanding of how to resolve customer issues and make sound business decisions, with the ability to articulate these skills in the training programs.
Provide support in the development of the unit business plan and budget. Monitor unit performance and makes necessary adjustments to meet the plan and budget.
Specific projects and other duties as assigned.
Associate’s degree or equivalent amount of related management experience.
Knowledge of staff development, employee motivation and staff recognition concepts.
Effective process improvement development and implementation skills.
Excellent written and verbal communication skills.
Excellent interpersonal skills.
Strong analytical skills.
Ability to lead and manage complex projects from concept to execution.
Proficiency in Microsoft Office software.
Hawaii Medical Service Association - 23 months ago
Hawaii Medical Service Association (HMSA) is Hawaii's largest health insurance company. The not-for-profit company serves more than...