HMSA
Assistant Manager, Neighborhood Center
HMSA, Honolulu, Hawaii, United States, 96814
MANAGING THE HMSA CENTERAssist in the entire breadth of duties required in running the HMSA Center. Function as a Manager in the cases of Manager's absence. Duties may include:Staffing
Hire and train HMSA Center staff.Monitor traffic patterns and staffing needs and schedule staff to ensure appropriate coverage and service.
Delegation Of Work
Understand the different lines of business and services in the HMSA Center. Effectively identify the tasks needed to be completed.Identify and manage the appropriate resources needed to effectively meet HMSA Center business goals (budget, staff, support, coaching, etc.). Allocate and re-allocate the appropriate resources based on workload and/or changing business needs.
Leadership And Management
Provide coaching, guidance, and support to staff to help them consistently comply with operational (e.g., operational play book) and service standards, to meet or exceed their goals, and to provide them with the knowledge, expertise and skills to carry out their expected duties.Ensure that staff provides a consistent brand message and customer-focused service experience. Provide needed guidance and coaching to correct any performance or conduct issues.Coach staff to build enduring relationships with HMSA's customers/members and other consumers by understanding and anticipating the customer's needs and by taking the initiative to serve, meet and exceed the customer's expectations.Function as the HMSA Center escalation point for customer issues, and take responsibility for resolving these issues.Establish a work environment that encourages creativity, high performance, customer commitment, teamwork, enthusiasm, and personal growth.Ability to work with internal and external individuals/groups to further a common goal. Actively participate through listening, gaining understanding, asking questions, and providing input and perspective.
Measurement and Planning
Execute operationally focused marketing plans to generate traffic, support membership and create positive HMSA brand awareness.Track, analyze and report on HMSA Center performance. Make recommendations for improvement to the HMSA Center Manager.
Facility
Manage the physical site and facilities to ensure the property is well-maintained.Track, maintain and manage HMSA Center's physical inventory (e.g. equipment, uniforms, supplies, collateral, etc.).
Community Focus
Work closely with local leadership to promote HMSA's brand, build customer relationships and customer loyalty, and support achievement of organization's business objectives.Participate in community activities and in local organizations.
MANAGING THE CUSTOMER EXPERIENCE:Provide all customers with an exceptional customer-focused and positive HMSA experience. Ensure that the experience meets the customer's needs and exceeds their expectations. Communicate and promote HMSA's brand message and commitment to service excellence.Build enduring relationships with HMSA's customers/members and other consumers by becoming their personal trusted advisor, and by effectively delivering on commitments.Understand the full suite of products and services offered. Uncover, identify, analyze and match solutions to customer's needs, issues, and problems. Offer solutions and options to the customer and gain acceptance to proceed with an option or solution. Resolve customer issues and/or close sales opportunities.Use every customer interaction to move the customer along the health continuum in furtherance of HMSA's vision.Analyze new customer's needs. Conduct product comparisons to determine eligibility, and find the best product solutions, including benefits, features, company services, and operation processes that meet the customer's needs. Effectively communicate, educate and sell these options to the customer. Create a friendly service experience for anyone with questions regarding health care, health insurance (benefits, claims, premiums, payments and enrollment) or other related topics.Use web-based tools and other aids to educate customers on how to effectively use HMSA resources, including healthcare and cost information tools.Using language that is customer friendly, provide guidance and education to customers/members and other consumers on changes in the healthcare industry (e.g. ACA) and how it affects them.Support and deliver on the HMSA center's overall sales, service, membership, and customer-satisfaction goals.Ensure customers understand their current products, benefits, tools and how to use them effectively.Service phone inquiries as needed.Meet ongoing training requirements and keep current on product and service knowledge.Understand the drivers and trends within HMSA and the healthcare industry that affect HMSA's consumers and shape their buying decisions. Be aware of competitive activities and opportunities.Comply with operational (e.g. operational playbook); service standards (e.g. consumer experience); and all federal, state, and HMSA compliance requirements.Provide input and feedback on corporate policies, processes and procedures, marketing collateral and campaigns to HMSA Center Manager.HMSA CENTER SPECIAL EVENTS:Develop, plan and execute HMSA Center special events to generate traffic, support membership, and foster HMSA's relationships with consumers, providers and the general public.Manage the scheduling of events and assess staffing needs and schedules to ensure appropriate coverage.Attend HMSA Center special events.CUSTOMER SERVICES:The Assistant Manager is required to extend and supplement the job duties expected of a Neighborhood Center Associate whenever necessary to ensure prompt and efficient service to our customers, should there be a need to do so.Create a warm and welcoming atmosphere for HMSA center customers.Warmly greet customers entering and the HMSA center and thank them as they leave.Ask probing questions to uncover the customer's problem.Identify and confirm understanding of the problem.Assess the problem and resolve it promptly.As the single point person, use good judgment to guide the customer, throughout the HMSA experience and create an exceptional warm referral experience to management or to a subject matter expert when appropriate.Performs all other miscellaneous responsibilities and duties as assigned or directed.
#J-18808-Ljbffr
Hire and train HMSA Center staff.Monitor traffic patterns and staffing needs and schedule staff to ensure appropriate coverage and service.
Delegation Of Work
Understand the different lines of business and services in the HMSA Center. Effectively identify the tasks needed to be completed.Identify and manage the appropriate resources needed to effectively meet HMSA Center business goals (budget, staff, support, coaching, etc.). Allocate and re-allocate the appropriate resources based on workload and/or changing business needs.
Leadership And Management
Provide coaching, guidance, and support to staff to help them consistently comply with operational (e.g., operational play book) and service standards, to meet or exceed their goals, and to provide them with the knowledge, expertise and skills to carry out their expected duties.Ensure that staff provides a consistent brand message and customer-focused service experience. Provide needed guidance and coaching to correct any performance or conduct issues.Coach staff to build enduring relationships with HMSA's customers/members and other consumers by understanding and anticipating the customer's needs and by taking the initiative to serve, meet and exceed the customer's expectations.Function as the HMSA Center escalation point for customer issues, and take responsibility for resolving these issues.Establish a work environment that encourages creativity, high performance, customer commitment, teamwork, enthusiasm, and personal growth.Ability to work with internal and external individuals/groups to further a common goal. Actively participate through listening, gaining understanding, asking questions, and providing input and perspective.
Measurement and Planning
Execute operationally focused marketing plans to generate traffic, support membership and create positive HMSA brand awareness.Track, analyze and report on HMSA Center performance. Make recommendations for improvement to the HMSA Center Manager.
Facility
Manage the physical site and facilities to ensure the property is well-maintained.Track, maintain and manage HMSA Center's physical inventory (e.g. equipment, uniforms, supplies, collateral, etc.).
Community Focus
Work closely with local leadership to promote HMSA's brand, build customer relationships and customer loyalty, and support achievement of organization's business objectives.Participate in community activities and in local organizations.
MANAGING THE CUSTOMER EXPERIENCE:Provide all customers with an exceptional customer-focused and positive HMSA experience. Ensure that the experience meets the customer's needs and exceeds their expectations. Communicate and promote HMSA's brand message and commitment to service excellence.Build enduring relationships with HMSA's customers/members and other consumers by becoming their personal trusted advisor, and by effectively delivering on commitments.Understand the full suite of products and services offered. Uncover, identify, analyze and match solutions to customer's needs, issues, and problems. Offer solutions and options to the customer and gain acceptance to proceed with an option or solution. Resolve customer issues and/or close sales opportunities.Use every customer interaction to move the customer along the health continuum in furtherance of HMSA's vision.Analyze new customer's needs. Conduct product comparisons to determine eligibility, and find the best product solutions, including benefits, features, company services, and operation processes that meet the customer's needs. Effectively communicate, educate and sell these options to the customer. Create a friendly service experience for anyone with questions regarding health care, health insurance (benefits, claims, premiums, payments and enrollment) or other related topics.Use web-based tools and other aids to educate customers on how to effectively use HMSA resources, including healthcare and cost information tools.Using language that is customer friendly, provide guidance and education to customers/members and other consumers on changes in the healthcare industry (e.g. ACA) and how it affects them.Support and deliver on the HMSA center's overall sales, service, membership, and customer-satisfaction goals.Ensure customers understand their current products, benefits, tools and how to use them effectively.Service phone inquiries as needed.Meet ongoing training requirements and keep current on product and service knowledge.Understand the drivers and trends within HMSA and the healthcare industry that affect HMSA's consumers and shape their buying decisions. Be aware of competitive activities and opportunities.Comply with operational (e.g. operational playbook); service standards (e.g. consumer experience); and all federal, state, and HMSA compliance requirements.Provide input and feedback on corporate policies, processes and procedures, marketing collateral and campaigns to HMSA Center Manager.HMSA CENTER SPECIAL EVENTS:Develop, plan and execute HMSA Center special events to generate traffic, support membership, and foster HMSA's relationships with consumers, providers and the general public.Manage the scheduling of events and assess staffing needs and schedules to ensure appropriate coverage.Attend HMSA Center special events.CUSTOMER SERVICES:The Assistant Manager is required to extend and supplement the job duties expected of a Neighborhood Center Associate whenever necessary to ensure prompt and efficient service to our customers, should there be a need to do so.Create a warm and welcoming atmosphere for HMSA center customers.Warmly greet customers entering and the HMSA center and thank them as they leave.Ask probing questions to uncover the customer's problem.Identify and confirm understanding of the problem.Assess the problem and resolve it promptly.As the single point person, use good judgment to guide the customer, throughout the HMSA experience and create an exceptional warm referral experience to management or to a subject matter expert when appropriate.Performs all other miscellaneous responsibilities and duties as assigned or directed.
#J-18808-Ljbffr