Administrative Assistant - Customer Service - Kauai - AlohaCare

Apply online at http://www.alohacare.org/Careers/Default.aspx

The Company:

AlohaCare is a local, non-profit health plan serving the Medicaid and Medicare dual eligible population. We provide comprehensive managed care to qualifying health plan members through well-established partnerships with quality health care providers and community-governed health centers. Our mission is to serve individuals and communities in the true spirit of aloha by ensuring and advocating access to quality health care for all. This is accomplished with emphasis on prevention and primary care through community health centers that founded us and continue to guide us as well as with others that share our commitment. 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 has a strong commitment to support Hawaii’s families and reinforces a healthy work/home balance for its employees. Because AlohaCare values honesty, respect, and trust with both our internal and external customers, we encourage open-door, two-way communication through daily interactions, employee events and quarterly all-staff meetings. 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:

The Customer Service Administrative Assistant is responsible for managing front desk operations, ensuring a warm and professional welcome for all visitors, staff, and affiliates of AlohaCare in accordance with established protocols. This role provides telephonic and face-to-face services to AlohaCare members and providers, delivering exceptional customer service with a high level of expertise, courtesy, and professionalism. This position also performs a wide range of administrative duties, coordinating various tasks and providing efficient and accurate support to the team. Strong attention to detail and precise documentation, particularly in data entry, are critical to success in this role. The position requires the ability to exercise sound judgment and take initiative in addressing non-routine situations.

Primary Duties & Responsibilities:

• Greet and assist each visitor, staff, or affiliates of AlohaCare with professionalism and kindness.
• Responsible for ensuring front desk office doors are opened and secured during business hours.
• Ability to organize, prioritize, communicate, and manage workload effectively and efficiently.
• Process all outgoing/incoming mail as appropriate based on Policy and Procedure instructions.
• Receive all incoming mail and distribute appropriately to all departments as per mail sorting guidelines.
• Works in one or multiple contact channels such as Email, Fax, Instant Messaging, etc.
• Conduct outbound calls using an auto dialer, supporting various organizational campaigns.
• Receives and completes member call backs regarding various company surveys, reminders, or mailers.
• Assists members in Primary Care Physician (PCP) selections and re-assignments in accordance with regulatory agency and AlohaCare policies, and updates member records as needed.
• Responds to all incoming inquires relating to member eligibility and assists members in understanding and navigating the enrollment process into the QUEST Integration program.
• Maintains data integrity by entering and updating information in member and provider database, keeping accurate account of all telephonic transactions.
• Coordinates routine projects including producing copies, mailings, faxes, and recording all correspondence as indicated.
• Active team member providing feedback to Customer Service management regarding inquiry trends, and attentive to changing conditions in the community impacting our customers.
• Communicate regularly with Department Manager, Supervisors, and other designated staff members within organization.
• Responsible to maintain AlohaCare’s confidential information in accordance with AlohaCare policies, and state and federal laws, rules, and regulations regarding confidentiality. Employee access to AlohaCare data is based on the classification assigned to this job title.
• Other duties, responsibilities, and special projects as assigned per departmental or organizational business needs.

Required Competencies & Qualifications:

• High School graduate or Equivalent
• 1 year of customer service and or customer facing responsibilities.
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook and Lync) with skills in creating documents, analyzing data, managing communications, and streamlining administrative tasks.
• Strong oral, written, and interpersonal communication skills, including telephone etiquette.
• Ability to problem solve, analyze, think critically, good judgment and make fair decisions.
• Requires operation of general office equipment to include; PC, fax/copy machine, ACD Mitel Phones, and postage meter machine.
• Strong listening skills
• Ability to multi-task, adapt to changing priorities, manage a diversity of high priority projects in a fast-paced environment.
• Quick learner with the ability to absorb and retain detailed information.
• Excellent attendance and must be punctual and reliable.
• Cultural diversity and sensitivity
• Positive attitude and energy
• Demonstrates required performance/productivity with routine and complex job duties.

Preferred Qualifications:

• Associate degree or post high school graduate training – especially in healthcare, insurance, or customer service-related fields
• Minimum 1 year call center experience working with inbound and outbound customer calls.
• Minimum 1 year healthcare administration experience
• Bilingual or Multilingual a pIus – particular consideration for Chuukese, Marshallese, Korean, Ilocano or Tagalog speakers
• Prior experience demonstrates consistently strong quality audit ratings.

Physical Demands/Working Conditions:

• Requires prolonged operation of a computer workstation, including the ability to type for extended periods of time on a keyboard during the scheduled workday.

• May require occasional lifting, up to 20 pounds.

Salary Range: $16.50 - $19.00 an hour

AlohaCare is committed to providing equal employment opportunity to all applicants in accordance with sound practices and federal and state laws. Our policy prohibits discrimination and harassment because of race, color, religion, sex (including gender identity or expression), pregnancy, age, national origin, ancestry, marital status, arrest and court record), disability, genetic information, sexual orientation, domestic or sexual violence victim status, credit history, citizenship status, military/veterans’ status, or other characteristics protected under applicable state and federal laws, regulations, and/or executive orders.