Remote Call Center Representative

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