Hawaii Medical Service Association Relationship Manager in Honolulu, Hawaii
Company:Hawaii Medical Service Assn.Job Title:Relationship ManagerExempt or Non-Exempt:ExemptIsland:OahuCity:HonoluluLocation:HonoluluEmployment Type:Full TimeJob Summary:Responsible for ensuring HMSA Customer Relations staff receives clear, consistent and timely information in support of departmental and corporate goals, including HMSA’s Māhie 2020 Vision, by developing, managing and implementing an innovative communications strategy.Create and manage a robust process to review external stakeholder communications to ensure the Voice of the Customer is represented. Regularly collect and synthesize customer feedback by engaging with the department’s management and staff and create a process for sharing it with key partners across the organization.Lead efforts to transform the consumer experience across all of the department’s customer interactions/touch-points to encompass multi-channel service delivery in person (AskHMSA), via phone, email, social media (Twitter, Facebook, etc.), live chat, mobile and other modes in support of HMSA’s customer satisfaction ratings.Duties and Responsibilities:
Regularly engage HMSA Customer Relations management and staff as well as other stakeholders to seek input on the overall consumer experience as well as customers’ information needs relative to health plan benefits, costs, health care providers and the quality of their care. Use feedback to ensure Voice of the Customer is incorporated into external communications and consumer experience strategies.
Create and implement new ways to engage and connect with members, build relationships and seek their feedback using in-the-field research, online surveys, social media and other methods.
Provide work direction and leadership to assigned personnel and allocate resources to meet budget and scheduling requirements. Write and conduct staff performance plans to ensure they are supporting department objectives, expectations. Ensure performance standards are clearly communicated and staff is coached on training and career development.
Create a process to monitor, review and provide feedback on out-bound member communications to ensure the messaging is consistent, accurate, clear to the average reader and aligns with our customer experience objectives. Serve as the CR liaison on enterprise external messaging efforts and related internal communications resource materials.
Work closely with Customer Relations staff to plan and execute member-centric community events, with the primary purpose of resolving individual member health plan questions.
Manage special projects and perform other duties as assigned.
Bachelor's degree and four (4) years of related work experience; or equivalent combination of education and related work experience.
One (1) year of experience in a management or supervisory capacity.
Demonstrated ability to successfully manage corporate social media campaigns that result in improved customer satisfaction.
Strong familiarity with online communities and social networking sites, including Twitter, Facebook, YouTube, LinkedIn and similar sites.
Outstanding interpersonal, verbal, and written communication skills.
Exceptional presentation skills, targeting audiences from executives to members of the public.
Computer proficiency in Microsoft Office software.