Customer Service Representative - Kauai, Hilo or Oahu

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Aloha Care's leadership empowers and engages its employees by recognizing outstanding job performance and collaboration. We share organization-wide updates during quarterly All Staff meetings. We encourage participation in volunteer and educational opportunities. We put a high value on honesty, respect, and trust-building. We encourage open-door, two-way, and frequent communication.

Aloha Care's comprehensive benefits package includes low-cost medical, dental, drug and vision insurance, paid time-off, 401k employer contribution, referral bonus and pretax transportation and parking program.

The Opportunity:

The Customer Service Representative is a customer-focused, detail-oriented service representative that supports customers through inbound and outbound phone, digital, and occasional face-to-face service channels, using the highest degree of expertise, courtesy, and professionalism with the objective of retaining the customer's business and ensuring their on-going satisfaction.

Primary Duties and Responsibilities:

• Fields a wide range of incoming member and provider routine and complex calls, emails, texts, and chats concerning benefits, services, claims, and other inquiries.
• Ability to handle member inquiries, complaints, concerns, and discrepancies in a professional and caring manner.
• Works in multiple queues/skill sets over various client contact channels.
• Responds to all incoming inquiries relating to member eligibility and assists members in understanding and navigating the enrollment process into the QUEST Integration program and Medicare program.
• Maintains data integrity by entering and updating information in member and provider databases, keeping accurate account of all contact transactions.
• Implements routine tasks including producing copies, mailings, faxes, and recording all correspondence as indicated.
• All other duties assigned.
• Adhere to regulatory compliance and quality guidelines as well as Aloha Care policies and procedures.
• Responsible to maintain Aloha Care's confidential information in accordance with Aloha Care policies, state and federal laws, rules and regulations regarding confidentiality. Employee access to Aloha Care data is based on the classification assigned to this job title.
• Minimum of 1 year of customer service, sales and/or customer facing responsibilities.
• Achieves results, builds trust, communicate effectively, customer and quality focused.
• Strong interpersonal and facilitation skills with the ability to communicate with all levels of the organization.
• Strong, effective, and precise written and oral communication skills; speak clearly and persuasively in positive or negative situations.
• Ability to solve problems, analyze, think critically, and make good judgments.
• Strong customer service skills and be able to work in a diverse, demanding and evolving environment with strong conflict and problem resolution skills.
• Able to work independently with minimal supervision.
• Able to effectively work in a fast-paced and changing environment, manage multiple projects and priorities across multiple teams/projects and in a matrixed environment.
• Possesses excellent time management and organizational skills; dependable, enthusiastic, self-starting, and self-motivated. Uses time effectively, reacts professionally under pressure.
• Excellent attendance must be punctual and reliable.
• Cultural diversity and sensitivity.
• Positive attitude and energy.
• Demonstrates required performance/productivity with routine and complex job duties and call queue management.
• Working knowledge of Microsoft programs:
  Word, Excel, Outlook and PowerPoint.
• High competence with computers, multitasking between multiple computer software programs, and keyboarding skills.
• Quick learner with the ability to absorb and retain detailed information.
• Minimum of 1 year of call center experience.
• Minimum of 1 year of healthcare administration experience.
• Bilingual or…