HFHP Customer Service Associate - Remote - Per Diem

SARL ARTILEC; San Jose (CA); Remote; USD 35,000 - 55,000; Full time

Job summary

A forward-thinking company is seeking a dedicated Customer Service Associate to provide exceptional support in a remote capacity. This role emphasizes quality customer experience, requiring effective communication and problem-solving skills. You will be responsible for assisting customers with inquiries related to health plans, ensuring their needs are met with care and professionalism. Ideal candidates will possess strong bilingual skills in Spanish and English, along with a solid foundation in customer service. Join this dynamic team and make a significant impact in the lives of customers while working from the comfort of your home.

Qualifications

• One year of experience in a call center or customer service environment.
• Ability to navigate multiple screens while assisting customers.

Responsibilities

• Respond to customer inquiries with care and professionalism.
• Meet departmental performance goals and standards.

Skills

Customer Service

Bilingual (Spanish and English)

Microsoft Applications

Active Listening

Problem Solving

Education

High School diploma or equivalent

Some college preferred

Job description

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DISCLAIMER: DO NOT APPLY IF YOU DON'T RESIDE IN THE UNITED STATES.

DO NOT APPLY IF YOU ARE NOT LEGALLY AUTHORIZED TO WORK IN THE UNITED STATES OF AMERICA.

Description

This position is a per diem remote, work from home opportunity if you reside within the state of Florida.

Position Summary

To be fully engaged in providing No Harm / Quality, Customer Experience, and Stewardship by: acting as liaison in the Call Center for customer inquiries while focusing on achieving department performance indicators. Success will be based on the individual's sincere desire to serve, as well as the ability to effectively communicate, use resources, manage time, and solve problems in a professional manner while working in a team to meet common goals.

Primary Accountabilities

Quality/No Harm:

• Properly identifying and elevating concerns that affect customers or the Health Plans' ability to serve them.
• Providing accurate and professional service to Customers, adhering to department policies.
• Attending and participating in staff training sessions, surveys, and department meetings.
• Maintaining confidentiality at all times, following departmental and organizational confidentiality guidelines.
• Contributing towards meeting departmental performance goals (average speed of answer, service level, abandonment rate).

Customer Experience

• Responding to customer inquiries by researching, understanding, and documenting plan information related to: * Covered benefits and exclusions, including prescription drug coverage * Eligibility, enrollment, and disenrollment * Participating providers * Claims payments and processes * Authorization processes * Premium billing * Plan guidelines
• Assisting Health First Health Plans customers in a caring and knowledgeable manner, representing the organization as a skilled health care professional.
• Handling incoming sales inquiries from prospective customers by answering basic questions and referring to a licensed sales agent for closure.
• Providing assistance with customer service walk-in members in a timely and efficient manner.

Stewardship

• Meeting individual Call Center performance standards as determined by management.
• Properly identifying and elevating concerns affecting customers or Health Plans' ability to serve them.
• Participating in special projects as requested or approved by management.

Qualifications

REQUIRED QUALIFICATIONS:

• High School diploma, G.E.D., or equivalent experience; some college preferred.
• One year related work experience in a call center or customer service environment.
• Ability to work the designated shift and overtime as needed.
• Ability to talk and type simultaneously and communicate effectively while multitasking.
• Navigate through multiple screens and applications while reviewing benefit information.
• Type at least 45 words per minute while speaking with a customer.
• Intermediate to advanced skills in Microsoft applications.
• Bi-lingual in Spanish and English, able to speak, read, write, and comprehend both languages.
• Certification via Bi-lingual/Medical Interpretation test provided by ATLA at Health First CFL.

Physical Demands

• Sitting and viewing a computer screen for extended periods.
• Working effectively in a fast-paced and sometimes stressful environment.

Mental Demands

• Excellent verbal, interpersonal, and written communication skills.
• Strong customer service skills, including active listening and questioning.
• Basic math, analytical, and problem-solving skills.
• Critical thinking to define issues, assess risks, and propose solutions.
• High motivation, initiative, and accountability.
• Organization, prioritization, and time management skills.
• Professional interaction and teamwork skills.
• Ability to handle multiple tasks within limited timeframes.
• Excellent attendance and flexible schedule ability.
• Strong knowledge of customer care processes and techniques.

Job Details

Job: Health Plan Customer Service

Organization: HF Administrative Plan Inc

Location: United States, Florida, Brevard County, Rockledge

Schedule: Full-time

Shift Times: Variable

Job Level: Entry level

Employment Type: Full-time