Member Services Rep - Bronx, NY - Bengali Speaking Preferred - R12469

Job Summary

Responsible for receiving and handling incoming calls on the general 1-800 numbers and providing first call resolution for members and callers. Directs calls as necessary and/or takes detailed messages if unable to complete request of caller. Provides excellent customer service to all callers/customers and provides requested information as needed.

Essential Functions

• Answer and handle phone calls and warm transfer only as needed.
• Aid members with finding providers and setting up appointments.
• Show knowledge of eligibility and benefits for all plans.
• Provide information to callers about our Plans.
• Write notes for all incoming calls in CaseTrakker.
• Document care management notes captured during member call and work closely with care management team to support member needs.
• Complete grievance and incident reports.
• Aid members with calling DME vendors, pharmacy, doctors and other providers as needed to coordinate services.
• Perform any other job-related duties as requested.

Education and Experience

• High School or GED required
• Associates or Bachelor's degree preferred
• One (1) year Previous Call Center Experience preferred
• Previous experience working in a healthcare setting preferred
• Fluency (speaking, reading, and writing) in multiple languages as determined by needs of business is required
• Must have experience working in a fast-paced environment
• Must have exceptional customer service skills, excellent communication skills, attention to detail and possess a good work ethic
• Proficiency working with computer is necessary

Compensation Range

• $41,200.00 - $66,000.00

Competencies

• Fostering a Collaborative Workplace Culture
• Cultivate Partnerships
• Develop Self and Others
• Drive Execution
• Influence Others
• Pursue Personal Excellence
• Understand the Business