Member Services Representative - Bilingual

About the role

To respond to member and provider issues and inquiries. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and provides the highest level of customer service.

Responsibilities

• Responds to member and provider issues and questions received in the member services queue.
• Documents calls as appropriate.
• Escalates calls to Lead Member Services Representative or Member Services management, as needed.
• Works with internal departments, providers, and external organizations to resolve issues as needed.
• Reviews all incoming e-mails to ensure compliance with instructions that impact processes and/or benefits that impact members.
• Processes enrollment duties as assigned.
• Enters data in relevant online systems.
• Other duties as assigned.

Qualifications

• High school diploma or equivalent.
• Minimum one (1) year Call Center experience in a MCO setting and/or working with the public in a service environment, preferred; previous customer service or call center experience preferred.

Skills

• Excellent verbal and written communication skills, ability to relate and connect with callers, good phone voice, patience, good problem resolution skills and the ability to show empathy when appropriate.
• Enjoys assisting callers and working with the public in sometimes stressful situations.
• Ability to de-escalate angry callers.
• Bilingual skills in Spanish, Tagalog, or Russian are preferred.
• Performance Based Competencies: Typing 25 wpm.

Pay

HIRING RANGE: $28.52 - $33.51