Customer Service Representative - Bilingual

Responsibilities

• Conduct Welcome Calls to new members and perform Health Assessment Surveys as needed.
• Provide member education and assists members with Primary Care Physician (PCP) selection and assignments.
• Aid in access to care and wellness programs.
• Demonstrate passion for providing superior customer service to our members and continually seek to understand the needs of those we serve.
• Follow internal processes and procedures to ensure all activities are performed in accordance with departmental and company policies and procedures.
• Create accurate and timely documentation concerning all inquiries taken in accordance with established protocols to ensure resolution is provided and presented in a clear and accurate manner.
• Present and project a positive image of the company in and out of the office to fellow associates, members, providers and the community by being courteous, helpful, energetic, respectful and polite.
• Strive to resolve an inquiry on first contact while ensuring that the inquiries have been addressed to the customer’s satisfaction by using all resources in an efficient and timely manner.
• Provide feedback and/or solutions to supervisor to ensure continuous process improvement and provide better customer experience.
• Create and support an environment which fosters teamwork, cooperation, respect and diversity.
• Maintain an awareness of all product knowledge information.
• Able to respond positively to support change within the department and the company.
• Routinely meet or exceed contact center key performance indicators.

Requirements

• High School Diploma or GED.
• 1-year of prior customer service experience.
• Experience in the healthcare or managed care industry is preferred but required.
• Proficiency in PC applications within a Microsoft Windows environment.
• Demonstrated verbal and written communication skills combined with listening and problem-solving ability to identify needs, seek solutions and resolve customers’ concerns.
• Ability to work well in a team environment and willingness to learn and adopt customer service methods and practices.

Qualifications

• Bilingual (English/Spanish).

Skills

• Customer service skills.
• Problem-solving skills.
• Communication skills.
• Teamwork skills.

Benefits

• Flexible work solutions including remote options, hybrid work schedules, competitive pay, paid time off, holidays and volunteer events.
• Health insurance coverage for you and your dependents starting Day 1.
• 401(k) retirement savings plan.
• Tuition reimbursement.

Pay

Competitive pay based on experience and qualifications.

Schedule

This full-time role operates within our core operational hours of 8 AM to 8 PM, Monday through Saturday. The ideal candidate will be flexible to work shifts within this timeframe, including weekends. Shift start times: 9:30AM, or 10:30AM. Hybrid schedule – Tuesday and Wednesday being the required days in office.