Call Center Representative - BILINGUAL (ENGLISH/SPANISH)

The Helper Bees; Austin (TX); Remote; USD 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company dedicated to empowering older adults and their families in finding quality in-home care. As a Care Advisor, you'll play a vital role in guiding clients through their care journey, ensuring they receive the necessary support and resources. This dynamic position offers the chance to make a tangible impact in the lives of others while thriving in a fast-paced environment. Enjoy the flexibility of remote work while contributing to a mission-driven organization that values diversity and inclusion. Be part of a team that celebrates wins and fosters collaboration in every step of the way.

Qualifications

• Passionate about improving health outcomes through community-based services.
• Proven experience answering inbound calls and providing support.

Responsibilities

• Assist members with assessments and recommend service plans.
• Coordinate and schedule services for members and families.

Skills

Interpersonal communication

Telephonic communication

Time-management

Organizational skills

Computer proficiency

Team collaboration

Education

High School Diploma

Experience in Public/Community Health

Job description

Description

Join our winning team, recently honored as #67 on Forbes’ list of America’s Best Startup Employers for 2024!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.

Job Summary:

As a Care Advisor, Care Concierge you will be responsible for assisting benefit recipients with navigation of the product platform, recommendations for service offerings, and supporting the completion orders on behalf of the member. This team utilizes the results of assessments, screenings, and their knowledge of community-based resources to help clients achieve their care journey goals. The Care Concierge Associate is responsible for administrative tasks supporting members with planning, organizing, and executing their benefits.

Supervisory Responsibilities:

• None

Duties/Responsibilities:

• Answer inbound calls to assist members with completing assessments and recommend a plan for services based on member needs and capabilities
• Make outbound calls to follow up with members
• Help members and families develop their capacity of and access to resources including but not limited to:
• Homecare
• Meals
• Transportation
• Errands
• Home Modification
• Pest Control
• Social Support Services
• Participate in the coordination and scheduling of services
• Other duties as assigned/necessary

Performance Metrics:

• Call Metrics:
• Minimum of 70 Outbound Calls per day
• Inbound calls - 30 second average for speed of Answer
• Quality Assurance of at least 80%
• After Call Work Time

• NPS Survey Average: Maintain an average score on member satisfaction surveys, reflecting exceptional service delivery and positive interactions with members.
• Attendance Adherence: Adherence to scheduled shifts and breaks, low occurrences of unplanned absences or tardiness, ensuring consistent availability to assist members..
• Testimonial Submissions: Obtain member testimonial submissions from satisfied members, showcasing exceptional service delivery and positive outcomes achieved through member support efforts.

Requirements

Required Skills/Abilities:

• Passionate about improving health outcomes through home and community-based services
• Computer proficiency and knowledge of clerical functions
• Interpersonal and telephonic communication skills
• Excellent written/verbal communication skills
• Proven experience answering inbound calls
• Ability to work with multi-disciplinary teams
• Excellent time-management and organizational skills
• You thrive in working in a fast-paced start-up environment
• Change doesn’t scare you, in fact, it does the opposite -- it fuels you!
• Must be 18 years of age or older

Education and Experience:

• High School Diploma preferred
• Experience in Public/Community Health, or related field preferred
• Experience in one or more of the following areas: Social Services, Care Coordination, Healthcare Navigation, Public Health, Community Organizing, Volunteer Work

Physical Requirements:

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• This position offers the flexibility of remote work at approved locations within the United States. Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data. Enjoy the convenience and comfort of working remotely while contributing to our team's success.

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.