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POSITION SUMMARY
Under the direction of the Customer Service Manager, performs duties related to the Customer Service department, that includes managing the acknowledgement and resolution of grievances and appeals from HDS members and providers, resolving member and provider escalations, coordinating and conducting Customer Service training, documenting FAQs, policies and procedures, evaluating and improving operational processes, identifying system/workflow issues and recommending solutions, analyzing call center data, generating weekly/monthly reports, monitoring and adjusting daily work schedules for Customer Service representatives, reviewing random samples of recorded calls and providing coaching/feedback, ensuring work processes are compliant with regulations, guidelines, and customer contracts, and assisting the Customer Service Manager in assuring company/department goals are met.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Key Responsibilities
Other Duties and Responsibilities
MINIMUM QUALIFICATIONS AND EXPERIENCE
Education
Experience
Skills and Knowledge
Note: The above information in this description has been designed to indicate the general nature and level of work performed by an employee in this classification. It is not to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications of employees assigned to this job. Hawaii Dental Service has the right to add to, revise, or delete information in this description. Reasonable accommodation will be made to enable qualified individuals with disabilities to perform the essential functions of this position.
Full Time
$74k-96k (estimate)
03/11/2024
05/12/2024
hawaiidentalservice.com
Honolulu, HI
100 - 200