Bilingual Customer Service Representative

Position
Purpose:
Act as the first point of customer contact for incoming healthcare contact center calls. Make outbound customer service calls to provide information to members regarding program features and changes. Gather and verify demographic information, resolve basic and complex written and verbal member issues in real time.

Position Responsibilities:
• Answer incoming heatlhcare contact center calls and route appropriately to clinical staff.
• Gather and verify demographic information and document calls using standard computer software and systems.
• Use tools and apply problem-solving skills to identify immediate caller needs, including potential crisis calls; escalate crisis calls according to standard operating procedures.
• Use verbal communication strategies to effectively elicit information, gain confidence from caller and provide reassurance.
• Answer inbound call and make outbound calls according to department policies and procedures.
• Use active listening skills and interviewing techniques to accurately identify caller’s presenting concerns.
• Identify and employ alternative approaches to communicate with callers when encountering barriers.

Knowledge/Experience:
High School Diploma or equivalent required. Prefer candidates who have either completed or are pursuing an Associates, Bachelors or medical certification. 1-2 years of customer service experience required, preferably in a healthcare call center environment. Strong computer skills required, including experience with Microsoft office and data entry systems.
Must possess and demonstrate strong abilities in data entry, typing, call documentation and customer service skills including active listening. Prior experience in healthcare setting and knowledge of medical terminology preferred.
Prior customer service classes in soft skills, active listening and call documentation preferred. MUST be bilingual in Spanish.

All your information will be kept confidential according to EEO guidelines.