Customer Service Representative

About the role

Solis Health Plans is a new kind of Medicare Advantage Company providing solutions that are more transparent, connected, and effective for both members and providers. The team consists of expert individuals who take pride in delivering quality service. We believe in a culture that collaborates and supports one another, and where success is interlinked, and each employee is valued.

Responsibilities

• Enters and documents Over the Counter Medication orders via phone, mail, or email for members into fulfillment database.
• Enters all received OTC (Over the Counter) medication orders daily.
• Assists members with issues such as: OTC resolution, medication delivery status and related questions.
• Ensures accuracy of all documentation related to OTC orders.
• Follows-up with members in reference to any issues or complaints to ensure customer satisfaction.
• Communicates effectively with other professionals and support staff in order to achieve positive customer outcomes.
• Communicates with delivery personal (Dot Express, etc.) in regards to ensuring orders are distributed in a timely manner.
• Promotes and contributes to a positive, problem-solving environment.
• Affords assistance to customers, family members, medical centers and others with concerns and empathy; respects their confidentiality and privacy in order to communicate with them in a courteous and respectful manner.
• Complies with company policies and procedures and maintains confidentiality of member’s demographics in accordance with state and federal laws.
• Ensures compliance with all HIPAA, OSHA, and other federal, state, and local regulations.
• Participates in meetings, trainings and in-service education, as required.
• Affords assistance to manager in other duties assigned as needed.

Requirements

• Minimum of a High School diploma or equivalent combination of education and experience.
• Minimum of two years of Customer Service experience with a preference of Healthcare.
• Efficient Data Entry and Typing Speed preferred.
• Computer knowledge is required including experience with Microsoft Office.
• Ability to apply common sense understanding and carry out instructions.
• Ability to work effectively, independently and in a team environment.
• Excellent customer service skills.
• Excellent listening, interpersonal, verbal and written communication skills with individuals at all levels of the organization.
• Must be patient in dealing with an elderly population and sympathetic to hearing and vision deficiencies.
• Must be self-motivated, organized and have excellent prioritization skills.
• Must be able to work in a fast-paced environment.
• Fluency in Spanish and English required preferred.
• Supervisory Responsibility None.

Qualifications

• The employee must be able to frequently lift up to 10 pounds and occasionally lift and/or move up to 25 pounds.
• The employee is frequently required to talk or hear.
• The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance and stoop, kneel, crouch, or crawl.
• The specific vision abilities required for this job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Performance Measurements

• Duties accomplished at the end of the day/month
• Compliance with Department Call Metrics/ Company Regulations
• Attendance/Punctuality
• Safety and Security
• Accuracy Rate

Benefits

Full benefits package offered on the first on the month following date of hire including: Medical, Dental, Vision, 401K plan with a 100% company match!