Bilingual Customer Service Representative

Confidential Healthcare Call Center

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.