News Release
May 7, 2008
HMSA opens second call center in Hilo
Laura Lott
(808) 952-7566
laura_lott@hmsa.com
The Hawaii Medical Service Association (HMSA) today announced it has enhanced its
statewide customer service capability by opening a second telephone call center
in Hilo. The center is staffed by 16 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 phone calls from anywhere in the state and respond to specific
member inquiries.
To launch the new operation, HMSA held a brief ceremony at the facility on Wednesday,
May 7. Pastor Minnie Kaawaloa from Kamauloa Oka Malamalama Church in Hilo performed
the blessing, and invited guests toured the office.
“We’re pleased to be expanding our operations in Hilo,” said Cliff
Cisco, HMSA senior vice president. “The call center provides more than a dozen
new jobs in the community, and supplements HMSA’s existing customer service
operations.”
The new call center handles phone inquiries from 8 a.m. to 4 p.m., Monday through
Friday, and is staffed by 14 representatives, a training specialist, and a supervisor.
In August 2006, HMSA opened its first Hilo call center at 32 Pohaku St. That center
is staffed by 16 employees. The HMSA office at 670 Ponahawai St. will continue to
service Big Island members who walk in with inquiries or need personal assistance.
“Our customer service representatives have gone through four months of extensive
training,” said Shaylyn Booth, HMSA Customer Relations supervisor in Hilo.
“We’re fully prepared to deliver quality services to our health plan
members.”
HMSA is a nonprofit, mutual benefit association founded in Hawaii in 1938. It is
governed by a community board of directors that 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 38 other Blue Cross and Blue Shield plans provide worldwide coverage to
more than 100 million members.
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