Member Services Operations Coordinator

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

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Member Services Operations Coordinator serves as the first point of contact for members visiting the UnitedHealthcare 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.

 

Primary Responsibilities:

• 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, ID cards, 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 escalate 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 meeting room reservations, technology setup, and hospitality needs
  • Support onboarding of new employees by providing office orientation and access coordination
  • Hawaii Island employee badge administration
• Compliance & Documentation
  • Ensure adherence to HIPAA and company privacy standards in all member interactions
  • Maintain accurate logs and documentation of member visits, issues resolved, and follow – up actions
  • Participate in audits, quality reviews, and compliance training as required
• Other Duties as Assigned
  • Support special projects, community events, and health fairs as needed
  • Assist with reporting, data entry, and administrative tasks to support the broader Member Services team

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• High School Diploma / GED
• Must be 18 years of age OR older
• 2+ years of experience in a healthcare, customer service, OR administrative role
• Interpersonal and communication skills, with a compassionate and professional demeanor
• Proficiency in Microsoft Office Suite and ability to learn internal systems (e.g., CRM, claims platforms)
• Ability to work any of our full time, 8-hour shift schedules during our normal business hours of 7:45 am – 4:30 pm from Monday – Friday. It may be necessary, given the business need, to work occasional overtime.

 

Preferred Qualifications:

• Bilingual fluency in English and another language (Korean, Vietnamese, Cantonese, Ilocano, Chukeese, Marshaleese)

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $17.98 – $32.12 per hour based on full-time employment. We comply with all minimum wage laws as applicable.

 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes – an enterprise priority reflected in our mission.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.

 

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