contact center agent 3-Chinese Speaking required

VNS Health; New York (NY); Presencial; USD 29 000 - 36 000; Tempo integral

Resumo da oferta

VNS Health is seeking a dedicated customer service representative for our New York contact center. You will handle inquiries, resolving non-clinical issues, and coordinate with hospitals, physicians, and internal teams to ensure timely solutions.

The role emphasizes empathy, clear communication, and a strong customer-service mindset, with training on our evolving processes and service standards. Proficiency in Mandarin or Cantonese is required.

Qualificações

• Education: High School Diploma or equivalent required.
• Work Experience: Minimum of two years of customer service experience, preferably in a health care setting.
• Skills: Excellent oral/verbal communication and customer service skills required.
• Tools: PC skills including Microsoft Office required.
• Languages: Fluent in English as well as Mandarin and/or Cantonese required.

Responsabilidades

• Receives and responds to consumer inquiries and resolves non-clinical inquiries and complaints across VNS Health.
• Establishes effective working relationships with customers, physicians, hospitals, and internal contacts to ensure problem resolution.
• Displays empathy and active listening to ensure needs are understood and addressed for a positive experience.
• Keeps up with organizational changes and updates through training and coaching.
• Enters required data and reconciles input with documentation and assists with special projects.

Conhecimentos

Customer service

Verbal communication

Formação académica

High School Diploma

Ferramentas

Microsoft Office

Descrição da oferta de emprego

Overview

Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.

• Supports three VNS Health lines of business after acquiring specialty knowledge in three LOBs.
• Receives and responds to consumer inquiries. Resolves non-clinical inquiries and complaints related to customer service across VNS Health. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.
• Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed to create a positive experience.
• Establishes effective customer-focused working relationships with consumers to ensure issue resolution.
• Keeps up with all organizational changes and updates through on-going training, coaching and educational materials.
• Adheres to general contact center standards and metrics (e.g., call handling parameters).
• Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.
• Sets up, coordinates and tracks services provided by the LOB, its contractors, and other community agencies and institutions. Follows up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.
• Establishes effective working relationships and communications with consumers and internal contacts to ensure problem resolution.
• Acts as liaison to VNS Health staff, departments and programs to trouble shoot problems and ensure that information received is accurate and updated.
• Participates in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.
• Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports and other data, as needed by management for review.
• Enters required data and reconciles input with documentation.
• Participates in special projects and performs other duties as assigned.

Qualifications

Education: High School Diploma or equivalent required.

Work Experience: Minimum of two years of customer service experience, preferably in a health care setting. Excellent oral/verbal communication and customer service skills required.

PC skills including Microsoft Office required.

Fluent in English as well as Mandarin and/or Cantonese required

Pay Range

USD $20.98 - USD $26.23 /Hr.

About Us

VNS Health has been committed to meeting the needs of New Yorkers for over 130 years. We’re one of the largest nonprofit home- and community-based health care organizations in the country, and today, more than 11,500 team members work together to make a difference in the lives of more than 99,000 patients and members on any given day.