Customer Service Representative
Chicago, IL, United States
Job Description 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.
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