Customer Care Representative (Remote - Hawaii) - Part-Time

Position Summary

The Customer Care Representative serves as the first point of contact for Health Initiative Programs, supporting individuals interested in quitting tobacco.

Key Responsibilities

• Complete intake questionnaires to verify eligibility and accurately document participant information in compliance with HIPAA and client guidelines.
• Communicate clearly and empathetically to assess participant needs, readiness to change, and support continued engagement in the program.
• Participate in ongoing training and apply feedback to maintain up-to-date knowledge and meet quality standards.
• Meet call center metrics and individual performance expectations.

Essential Duties

• Completes an intake questionnaire with participants to verify program eligibility.
• Documents participant data in compliance with HIPAA requirements, departmental standards and specific client guidelines.
• Maintains friendly, confident, open, and effective communication with participants to identify program eligibility and inspire continued participation.
• Affords assistance to participants to help determine participant's goals, readiness to change, and supports the behavior change.
• Engages in a process of continuous training, learning, and professional growth including QA scores and feedback to ensure delivery of the latest evidence-based practices, content knowledge and skills.
• Maintains call center metrics and individual performance standards.

Competencies

• Accountability: Accepts full responsibility for self and contribution as a team member; displays honesty and truthfulness; confronts problems quickly; displays a strong commitment to organizational success and inspires others to commit to goals; demonstrates a commitment to National Jewish Health.
• Attention to Detail: Accomplishing tasks by considering all areas involved, no matter how small; showing concern for all aspects of the job; accurately checking processes and tasks; being watchful over a period of time. Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
• Customer Focus: Ensuring that the customer perspective is a driving force behind business decisions and activities; crafting and implementing service practices that meet customers’ and own organization’s needs.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• Informing and Communicating: Clearly conveying information and ideas through a variety of media to individuals or groups in a manner that engages the audience and helps them understand and retain the message.

Core Values

• Be available to work as scheduled and report to work on time.
• Willing to accept supervision and work well with others.
• Well groomed, appropriately for your role and wear ID Badge visibly.
• In compliance with all departmental and institutional policies, the Employee Handbook, Code of Conduct and completes NetLearning by due date annually.
• Promotes a workplace culture based on mutual respect and merit, where all individuals are treated fairly and provided with equal opportunity to contribute to the mission and goals of the institution.
• Adheres to safe working practices and at all times follows all institutional and departmental safety policies and procedures.
• Demonstrates compliance with all state, federal and all other regulatory agency requirements.

Minimum Qualifications

• Education: High School Diploma or equivalent required.
• Work Experience: A minimum of two (2) years experience in a customer service position required. Customer service experience in a health care or call center environment preferred.

Salary Range

The salary for this position is set at $20.00/hour. Candidates who are bilingual speaking Spanish will receive an additional $1.00/hour language differential.

Work Setting

This position is available for candidates located in Colorado, Hawaii, Texas, Arizona, Florida, Illinois, New York, Wisconsin or California.

Benefits

• Comprehensive Medical Coverage: Multiple Cigna health plans for Colorado, regional office and remote employees.
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) available to pair with some plans.
• Paid Time Off: Generous PTO accruals to use for vacation and sick days, and six paid holidays, all compliant with Colorado state sick leave regulations.
• Dental & Vision Plans: Coverage effective the first of the month after hire.
• Retirement Savings: 403(b) plan with employer contributions after two years.
• Wellness Incentives: Earn up to $200 annually for preventive health activities.
• Tuition Reimbursement: Up to $5,250 annually for full-time and part-time employees.
• Child Care Assistance: Childcare Flex Spending Account (FSA) with annual employer contribution.
• Loan Forgiveness: Public Service Loan Forgiveness (PSLF) eligible employer.
• Disability & Life Insurance: Employer-paid plans and optional buy-up choices.
• Voluntary Benefits: Full suite of coverage options such as Accident, Hospital Indemnity and Legal Plan.