Remote Contact Center Agent - Customer Service Representative

We are seeking a highly skilled and dedicated Contact Center Agent to join our team, providing top-notch customer service to our members and providers. As a frontline representative, you will play a pivotal role in ensuring member satisfaction through effective communication, problem resolution, and client education. This is a 100% remote opportunity, offering the flexibility to work from the comfort of your own home while being part of our dynamic team.

In this role, you will be responsible for addressing a wide range of inquiries related to insurance, applications, and claims across various product lines, including Medicare and Medicaid. Your duties will also include retention of membership, handling dis-enrollments, and escalating issues that require further intervention. We are looking for a strong and diverse skillset, with excellent communication and problem-solving skills, to drive success in this position.

We offer a competitive salary, commensurate with your location, as well as opportunities for overtime and quarterly bonuses. Our comprehensive benefits package includes medical, dental, vision, life insurance, and 401(k) contributions, among other perks. As a valued member of our team, you will also have access to career growth opportunities, including performance support, senior agent roles, people leader roles, business analytics, and workforce effectiveness.

To be successful in this role, you will undergo a 6-week paid virtual training program, which will equip you with the skills and knowledge necessary to excel as a Contact Center Agent. Post-training, your work schedule will require availability for any shift between 8 am to 8 pm EST, including weekends and holidays as needed.

We are committed to the well-being of our employees and offer a range of benefits to support your physical and mental health. If you are a motivated and customer-focused individual, we encourage you to apply for this exciting opportunity to join our team and contribute to our mission of providing quality healthcare services.

Key Responsibilities:

• Provide exceptional customer service to members and providers via phone, addressing inquiries, concerns, and questions about insurance coverage and products.
• Transfer calls to the appropriate department, follow up on inquiries and complaints, and interact with customers to provide information about products and services.
• Perform research on billing inquiries and claims to provide payments and refunds, and act as a liaison between various departments to address concerns.
• Identify, research, and resolve customer issues using our computer system, and navigate through automated information systems to analyze the caller's situation.
• Demonstrate the ability to perform in a fast-paced, changing environment, and maintain minimum quality scores or better in a highly metric-driven environment.

Requirements:

• High School Diploma or GED.
• Work experience in a face-to-face or call center environment.
• Experience multitasking between programs and completing required data entry of client demographics or client look-up systems while talking to customers.
• Work experience using a corporate email system and navigating through system applications on a desktop computer or laptop.
• Flexibility to work evening and weekends due to business needs.

Preferred Qualifications:

• Ability to proficiently read, write, and speak English and either Russian, Mandarin, Cantonese, or Spanish.
• Healthcare industry work experience.
• Call Center experience in a metrics-driven environment.
• Previous healthcare work experience interacting with members and/or providers.

What We Offer:

• Competitive salary, commensurate with your location.
• Opportunities for overtime and quarterly bonuses.
• Comprehensive benefits package, including medical, dental, vision, life insurance, and 401(k) contributions.
• Career growth opportunities, including performance support, senior agent roles, people leader roles, business analytics, and workforce effectiveness.

Hiring Range:

• Greater New York City Area (NY, NJ, CT residents): $39,208 – $52,000.
• All Other Locations (within approved locations): $34,091 – $49,920.

We are an equal opportunity employer, and applicants and employees are considered for positions and evaluated without regard to mental or physical disability, race, color, religion, gender, gender identity, sexual orientation, national origin, age, genetic information, military or veteran status, marital status, mental or physical disability, or any other protected Federal, State/Province or Local status unrelated to the performance of the work involved.

Don't hesitate to apply! We value a great attitude and a willingness to learn above all. Submit your application today!

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