Remote - Bilingual Contact Center Representative - IHA Scheduling Team

Advantmed; Northern (KY); Hybrid; USD 42,981,000 - 48,712,000; Full time

Benefits offered by this job

PTO

Health Benefits

Job summary

Advantmed is seeking a Contact Center Representative – IHA Scheduling Team to handle inbound and outbound calls to schedule no-cost In-home Health Assessments. The role requires being on camera for meetings when needed and operates in a fast-paced environment.

The ideal candidate has 2+ years in a call center, bilingual English/Spanish, strong communication and time-management skills, and access to a Windows 11 device with a reliable internet connection to work remotely in the United States.

Qualifications

• 2+ years of call center experience in a target-driven environment.
• Experience in outbound sales is a plus.
• Excellent communication skills with clear diction.

Responsibilities

• Handling inbound and outbound calls to schedule health assessment visits (Member Engagement).
• Booking appointments for no-cost In-home Health Assessments.
• Addressing customer needs, complaints, or service issues and ensuring customers feel supported.
• Engaging in active listening, confirming information, and diffusing issues as needed.
• Building relationships with customers and teammates based on trust and reliability.
• Using software, databases, scripts, and tools appropriately.
• Meeting or exceeding call center metrics while providing excellent customer service.
• Possibly making sales or recommendations for products or services that suit client needs.

Skills

Call center experience

Outbound sales

Excellent communication

Time management

Customer service

Bilingual English/Spanish

Tools

MS Office

Job description

Title:Contact Center Representative – IHA (In-Home Health Assessment) Scheduling Team
Availability:Immediate
Hourly Rate:$15-17/hour + PTO & Health Benefits

Location: Remote, US

• Applicants must be eligible to work and perform their job responsibilities within the United States.
• A key prerequisite for this role is that the candidate must have a Windows 11 Pro laptop or desktop with video-calling capabilities, along with a high-speed and stable internet connection.

Bilingual proficiency in English and Spanish is mandatory for this role, as the representative will interact with diverse customer populations across both languages.

To help you learn more about the position, including its responsibilities and compensation rate, we have prepared a brief video presentation. You can access the video using the following link:IHA, Contact Center Representative

About Advantmed:www.advantmed.com

Founded in 2005 and based in Orange County, California, Advantmed, LLCis a healthcare information management company that helps health plans, managed care organizations, and life insurance companies optimize revenue and improve quality outcomes.Advontmed partners with managed care organizations to deliver the optimal combination of capabilities unique to each organization needed to achieve the objectives, including risk analytics, NCQA-certified HEDIS ® software, medical record retrieval, medical record abstraction, risk adjustment coding, and provider education.

Job Description

Executive Summary

• The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment
• Experience working in an outbound sales process is a plus
• Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction
• Good time manager. Ability to multitask and work in a challenging environment
• Ready to learn and grow. Go-getter mindset.

Summary

• Will be responsible for handling inbound and outbound calls to schedule health assessment visits (Member Engagement)

Key Responsibilities:

• Answering or making calls to members to book appointments for their no-cost In-home Health Assessments
• Learn about and address customer needs, complaints, or other service issues.
• Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
• Building lasting relationships with customers and other call center team members based on trust and reliability.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent, consistent customer service
• Making sales or recommendations for products or services that suit client needs better.
• Taking part in training and other learning opportunities to expand knowledge of the company and position.
• To be available on meetings on camera as and when needed
• Adhering to all company policies and procedures.
• Additional ad-hoc tasks as assigned by the Call Center Supervisor

Skills

• Outgoing personality and sales approach
• Solid work history, citing any recognition and promotion
• Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone
• Customer service or other directly related experience is a plus
• Ability to collaborate and be a team player
• Various software and data entry proficiency, including MS Office
• Ability to type 40Wpm, 60Wpm is preferred
• Strong communication and time management skills
• Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills
• Problem solver, ability to multi-task, think creatively, and elevate issues and ideas to solve these issues
• Honesty and integrity
• Bilingual proficiency in English and Spanish is mandatory for this role, as the representative will interact with diverse customer populations across both languages.

Competency

• Excellent attendance and work record
• Ability to professionally articulate customer call scripts
• Exceptional customer service and active listening skills
• Ability to empathize and manage personal emotions
• Ability to function as an effective team member
• Ability to internalize and follow protocols/guidelines
• Demonstrate excellent oral and written communication skills; correct spelling is a must
• Strong time management skills and decision-making skills
• Strong computer skills required
• Must have a working knowledge of MS Office applications: Word, Excel, and Outlook
• Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.