Member Services Operations Coordinator

This position is Onsite. Our office is located at 51 N Hotel St, Honolulu, HI 96817.

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The Member Services Operations Coordinator serves as the first point of contact for members visiting the United Healthcare Community Plan office. This role is responsible for delivering exceptional customer service, supporting healthcare-related inquiries, coordinating office logistics, and serving as the on-site liaison for internal staff and external partners. The coordinator ensures smooth daily operations, facilitates communication, and supports a welcoming and efficient environment for members and staff.

This position is full time, Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 7:45 am - 4:30 pm. It may be necessary, given the business need, to work occasional overtime.

We offer 1 week of paid training. The hours during training will be 7:45 am - 4:30 pm.

• Provide customer service to walk-in customers of the health plan
• Answer questions about but is not limited to:
  Eligibility, plan benefits, pharmacy, prior authorization
• Check the member services email for any member-related inquiry and respond accordingly:
  • Member initiated inquiry:
    Redirect member to call the call center
  • Internal staff inquiry:
    Process / respond
• Member Advisory Group will have on-site meetings every quarter
• Responsible for coordinating the event, ordering food
• Allows member to voice any hot topics, issues / concerns about members going on out there in the community, Informed this
• Check and respond to voicemails left on Member Medicaid and DSNP voicemail on daily basis
• Log voicemails in tracking log in L drive
• Outreach to members and address inquiries / concerns
• Triage voicemails that are not pertinent to member services (e.g. provider services, HC request)
• Triage DSNP calls to assigned Navigator;
  If no Navigator, send to team leads or DSNP Navigation Supervisor to assign out for outreach
• Perform intake, triage, outreach and respond to requests for member reimbursements
• Mail out only urgent public-facing forms / material on request
• Outreach to members who have been discharged from the facilities
• Perform tasks assigned by Supervisor / Manager
• Member Services & Healthcare Support
  • Greet and assist walk-in members with inquiries related to benefits, eligibility, , provider directories, and care coordination. Provide customer service to walk-in customers of the health plan
  • Answer questions about but is not limited to:
    Eligibility, plan benefits, pharmacy, prior authorization
  • Triage member concerns and upscale to appropriate departments (e.g., Case Management, Claims, Provider Services)
  • Assist members with completing forms, understanding plan materials, and accessing digital tools
  • Coordinate with service coordinators and care managers to support member needs, including transportation, appointments, and referrals
• Office & Administrative Duties
  • Maintain front desk operations, including answering phones, managing appointments, and logging visitor activity
  • Process incoming and outgoing mail, including secure handling of PHI and time-sensitive documents
  • Coordinate courier services and deliveries, ensuring timely distribution to appropriate staff
  • Maintain inventory of office supplies and member-facing materials
• Real Estate & Facilities Coordination
  • Serve as the on-site point of contact for building management, maintenance, and vendors
  • Report and track facility issues (e.g., HVAC, lighting, janitorial) and ensure timely resolution
  • Support space planning, workstation assignments, and office moves in collaboration with real estate and facilities teams
• Staff Liaison & Site Support
  • Act as the primary on-site contact for visiting staff, vendors, and community partners
  • Coordinate…