Customer Experience
- Manage customer traffic levels and associate resources to ensure that the center is adequately staffed and operating efficiently. Ensure customers are being greeted and serviced appropriately while visiting the HMSA Center.
- The Lead Associate 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.
- Handle various customer escalations in a management or supervisory capacity as the 3rd in command in the Center.
- Provide all customers with an exceptional customer-focused and positive HMSA Center 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.
Event Coordination/Special Activities
- Serves as the point person to coordinating, tracking and designing workflows for special activities required of associates when not in front of customers. These duties include Medicare related compliance activities, various AMS additional responsibilities and partnering with other departments within HMSA.
- Responsible for working with various departments within HMSA to assist with special event coordination.
- Coordinate and schedule seminars and new member welcome sessions.
- Work with partners such as USABLE to coordinate various special events.
Training
- Attend Managerial training and development courses as assigned to be prepared to perform center operational management duties
- Assist with training of new Associates in a direct or shadowing capacity.
- Ensure HMSA Center staff understands the full suite of products and services offered, able to understand the customer's needs; analyze and identify the root causes; propose solutions/options that meet the customer's specific needs, issues, and problems; resolve customer issues and/or close sales opportunities.
- Assist in coordinating training with AMS trainers and partners such as USABLE.
- Recognize 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.
Ensure that Associates are compliant with Playbook working in conjunction with Assistant Manager or Center Manager.
- 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.
Management duties working in conjunction with Assistant Manager or Center Manager.
- Open and close the center
- Monitor and supervise the work flow of the center
- Be able to guide, answer, and solve issues that arise
- Be the contact person on center specific inquiries from HMSA departments and/or the outside public.
- Be on call to offer assistance if needed, and be the third person in the line of authority for all emergency calls and situations that may arise.
Performs all other miscellaneous responsibilities and duties as assigned or directed.

Lead Retail Associate - Maui

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