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about 1 month ago
Requirements and responsibilities
Title: Bilingual Contact Center Representative – IHA Scheduling TeamAvailability: ImmediateHourly Rate: $14-$16/hr, based on skills, experience, and final interview performance.Location: Remote, PRApplicants must be eligible to work and perform their job responsibilities within the United States.A key prerequisite for effectively fulfilling this role is having a Windows-based laptop/desktop with video-calling capabilities About Advantmed: www.advantmed.comFounded in 2005 and based in Orange County, California, Advantmed, LLC is a healthcare information management company that helps health plans, managed care organizations, and life insurance companies optimize revenue and improve quality outcomes. Advantmed 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 DescriptionExecutive SummaryThe ideal candidate would be someone who has 2+ years of call center experience in a target-driven environmentExperience working in an outbound sales process is a plusOutgoing and pleasing personality on the phone. Excellent communication skills with clear dictionGood time manager. Ability to multi-task and work in a challenging environmentReady to learn and grow. Go-getter mindset.SummaryWill 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 Prospective Health AssessmentsLearn 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 serviceMaking 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 neededAdhering to all company policies and procedures.Additional ad-hoc tasks as assigned by the Call Center SupervisorRequirementsSkillsOutgoing personality and sales approachSolid work history, citing any recognition and promotionAbility to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phoneCustomer service or other directly related experience is a plusAbility to collaborate and be a team playerVarious software and data entry proficiency, including MS OfficeAbility to type 40Wpm, 60Wpm is preferredStrong communication and time management skillsSupreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skillsProblem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issuesHonesty and integrityCompetencyExcellent attendance and work recordAbility to professionally articulate customer call scriptsExceptional customer service and active listening skillsAbility to empathize and manage personal emotionsAbility to function as an effective team memberAbility to internalize and follow protocols/guidelinesDemonstrate excellent oral and written communication skills; correct spelling is a mustStrong time management skills and decision-making skillsStrong computer skills requiredMust have a working knowledge of MS Office applications: Word, Excel, and OutlookAbility to be flexible with schedule (between hours of 6 am EST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.
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