Bilingual EnglishSpanish Inbound Customer Service

This is a remote position.

About the Client

The nations leading managed healthcare organization specializing in the management of nonemergent healthcare transportation benefits. The client base comprises state and local government agencies (Medicaid agencies transit authorities school boards) managed care organizations and hospitals. Offers a complete outsourcing solution to their clients.

What to Expect

Here are the scope of services one can expect to handle on a daily basis for the Program:

This is a bilingual opportunity for English/Spanish speakers. Service Partners will need to speak Spanish fluently and pass an assessment in Spanish.

Please note: all systems certifications and documentation are in English. However Service Partners will need to assist customers in Spanish.

Assist members:

• With transportation to and from appointments.
  
• In resolving issues with previous appointments.
  
• With a transportation recovery where a scheduled trip has failed.
  
• With benefits eligibility.
  

Given the nature of certain types of calls some members may express feelings of distress impatience fear or anxiety. This can pose a challenging situation to handle. However the experience can also be highly rewarding having the opportunity to provide valuable assistance to these members.

Effortlessly maneuver through the clients system by utilizing function keys to ensure accurate processing of ride transportation.

Collaborating with various departments to effectively address and resolve transportation and eligibility issues

Requirements

Capabilities of Top Performing Service Partners for this Program

• Fluent in English and Spanish
  
• This is a bestfit opportunity for Service Partners who want to service Monday Friday from 9:00 a.m. 5:00 p.m. ET as 90% of intervals offered fall in this window.
  
• Familiarity and or proficiency with the use of Function Keys is recommended. Certification in this skill will be provided.
  
• Exhibit outstanding problemsolving capabilities while providing knowledgeable and friendly customer service.
  
• Display patience empathy ability to manage stress and ability to work under pressure.
  
• Demonstrate excellent writing and verbal communication
  
  
  
  
  
  

Benefits

Affordable PPO Healthcare and Dental Options Available

- Capabilities of Top Performing Service Partners for this Program - Respond to incoming contacts from customers in a professional and efficient manner. - Maintain knowledge and ability to effectively articulate the brand, products, policies, and procedures. - Drive sales by offering to place orders and suggest complementary items based on customer needs and preferences. - Mitigate customer escalations through effective decision making and problem-solving skills. - Leverage multiple systems and tools to effectively handle customer contacts. - Simultaneously handle multiple tasks including contact handling and data processing. - Passion for working within a group environment that delivers exceptional customer experiences. - Demonstrated customer service skills, preferably in a retail and/or contact center environment. - Effective decision-making, problem-solving and follow-up skills. - Excellent verbal and written business communication skills. - Ability to multi-task in a fast-paced environment and handle shifting priorities. - Strong attention to detail. - Intermediate computer skills, including proficiency in Windows navigation and MS Office. - Luxury retail experience