News Release

August 3, 2006
HMSA opens new telephone call center in Hilo

Chuck Marshall
(808) 948-6826
chuck_marshall@hmsa.com

The Hawaii Medical Service Association (HMSA) today announced it has enhanced its statewide customer service capability with the opening a new telephone call center in Hilo. The center is staffed by a dozen employees, and is connected to HMSA’s telephone and information system on Oahu. As a result, HMSA Customer Service representatives in Hilo may take member calls from anywhere in the state, access health plan records, and respond to specific member inquiries.

To officially launch the new operation, HMSA held a brief ceremony at the facility this morning. Pastor Pauline Spencer from New Hope Christian Fellowship in Hilo performed the blessing, and invited guests toured the office.

The new call center handles phone inquiries from 8 a.m. to 4 p.m., Monday through Friday, and is staffed by 11 Customer Service representatives and one supervisor. The HMSA branch office at 670 Ponahawai St. in Hilo will continue to service HMSA members who walk in with inquiries or need personal assistance.

"We’re pleased to be expanding our operations in Hilo," said Cliff Cisco, HMSA senior vice president. "The new call center will supplement HMSA’s existing Customer Service operations, and provide a dozen new jobs in the community."

"Our Customer Service representatives have gone through four months of extensive training," said Debra Cave, HMSA Customer Service supervisor in Hilo. "We are fully prepared to deliver quality services to our health plan members. Our team is excited that HMSA selected Hilo for its new call center, and we’re all very pleased to be working for Hawaii’s leading health plan."

HMSA is a nonprofit, mutual benefit association founded in Hawaii in 1938. It is governed by a community board of directors that serves without compensation and includes representatives from health care, business, labor, government, education, clergy, and the community at large. HMSA is an independent licensee of the Blue Cross and Blue Shield Association. Nationally, HMSA and 37 other Blue Cross and Blue Shield plans provide worldwide coverage to more than 94 million members.

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