Customer Service Representative

Job Description

Description:

We are seeking a Customer Service Representative for a medical service provider. The customer service 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.

Work Location: Remote, initially, may transition to hybrid work (combined remote and office location downtown Chicago)

Available Schedules: Full Time: Monday-Friday 8am-6pm (40 hours/ week) or Part Time: Monday- Wednesday (15-25 hours/week)

Training Schedule: 4-5 Weeks of Paid Training Monday-Friday

Pay: $16.50/hour mono-lingual English or $17.50/hour bi-lingual Spanish

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:

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

High proficiency in computer programs and typing

Must have minimum internet speeds of 25mbps download and 5mbps upload

Equipment needed for remote work will be provided on the third day of training. The employee must have internet access.