Medicare Call Center Representative
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Job Description
Medicare Call Center Representative handling inquiries from Medicare members with a focus on providing solutions and high-quality service. Requires bilingual proficiency in English and Spanish.
Responsibilities:
- Represents the company by addressing incoming telephone, digital, or written inquiries from Medicare members
- Performs varied activities and moderately complex administrative / operational / customer support assignments
- Addresses customer needs which may include complex benefit questions, resolving issues, and educating members
- Records details of inquiries, comments or complaints, transactions or interactions and takes action accordingly
- Escalates unresolved and pending customer grievances
- Handles 20 to 35 inbound calls daily from Medicare members with a focus on high-quality service and one-call resolution
- Requires strong emotional intelligence to proactively provide solutions, ensuring the member's utmost health and safety
Requirements:
- Must currently live in the Commonwealth of Puerto Rico
- Must be fully Bilingual in English / Spanish with the ability to speak, read, and write in both languages without limitations or assistance
- 1+ years of customer service experience
- Demonstrated experience with providing strong customer service and attention to detail while actively listening
- Prior experience managing multiple or competing priorities, including use of multiple computer applications / systems simultaneously
- Proficiency with Microsoft Office applications, particularly Outlook and Teams
- Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information
- Strong initiative with the ability to adapt to change quickly and be empathetic.
Benefits:
- medical, dental and vision benefits
- 401(k) retirement savings plan
- time off (including paid time off, company and personal holidays, volunteer time off, paid parental and caregiver leave)
- short-term and long-term disability
- life insurance and many other opportunities
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