Description
We are seeking a Customer Service Representative for a medical service provider. This role is ideal for anyone that enjoys helping others to solve problems. The customer center representative will assist customers and providers with general inquiries and specific account troubleshooting. The customer service representative must possess excellent verbal communication skills and the ability to accurately document customer interactions.
Based on strong performance in this role, you may be offered the opportunity to transition to a full time permanent position during the first six months.
Work Location:
Remote, with 1 day a month required in office
Schedule:
Full Time and Part Time openings; 15-40 hours per week respectively
Hours of Operation:
Monday-Friday 8am-6pm
Training Schedule:
4 Weeks of Paid Training Monday-Friday 8am-5pm, First week of training in person
Pay:
$17.20/hour English speakers
$18.20/hour bi-lingual Spanish/English
Benefits:
Paid sick leave
Paid leave
Responsibilities:
Answer incoming calls from customers, general public, and providers
Complete and/or process new applications for health care coverage via the telephone and interpret eligibility determinations made by the Marketplace, and enrollment into health plans.
Facilitate translation services for non-English speaking callers according to procedures
Facilitate the fulfillment of caller requests for materials via mail, email, or download
Track and document all inquiries using the applicable systems
Transfer/refer consumers to appropriate entities according to the established guidelines
Escalate calls or issues to the appropriate designated staff for resolution as needed
Complete associated tasks according to the established guidelines
Meet Quality Assurance (QA) and other key performance metrics
Follow all policies, procedures, and protocol when engaging with caller
Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.
Requirements
Qualifications:
Bi-lingual Spanish a plus
High School diploma or equivalent
1 year of experience in call center environment
1 year of experience in customer service
Strong Problem Solving and Organizational Skills
Strong verbal and written communication skills
Minimum of 24 wpm typing speed
Internet access with minimum speeds of 20MBPS download and 5MBPS upload
High proficiency in computer skills