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Bilingual Call Center Agent job in Atlanta at Spectraforce Technologies Inc

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Bilingual Call Center Agent at Spectraforce Technologies Inc

Bilingual Call Center Agent

Spectraforce Technologies Inc Atlanta, GA (On Site) Full-Time
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Job Title: Customer Service Rep 2
Duration: 4+ Months
Location: 100% Remote
Shift: M-F 10-7pm, 11-8pm, 11:30-8:30pm, 12-9pm

Note: Need Bilingual Only (Read, Write & Speak)

Summary:
The main function of a customer service representative is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical customer service representative is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.

Job Responsibilities:

  • Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services.
  • Contribute to the department’s success by achieving OKR’s .
  • Achieve daily, weekly, and monthly quality and production goals.
  • Adhere to call handling process.
  • Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation.
  • Follow-up with members as assigned.
  • Adhere to assigned schedule.
  • Completion of all Change Healthcare required courses on University (CHU).
  • Review all correspondence sent by Change Healthcare and management with current information of state and federal regulatory requirements.
  • Review all correspondence sent by Change Healthcare and management with updates on the organization.
  • Comply with all company and department operational guidelines and policies.
  • Participate in Change Healthcare staff and operational development programs as assigned.
  • Performs other duties as assigned
  • Resolve customers service or billing complaints by performing activities such as exchanging merchandise, refunding money, and adjusting bills.
  • Contact customers to respond to inquiries or to notify them of claim investigation results and any planned adjustments.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Keep records of customer interactions and transactions, recording details of inquiries, complaints, and comments, as well as actions taken.

Skills:

  • Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
  • Ability to work independently and manage one’s time.
  • Ability to accurately document and record customer/client information.
  • Previous experience with computer applications, such as MS Outlook or data entry software.

Education/Experience:

  • High school diploma or GED preferred.
  • 2 to 4 years of customer service-related experience required.

  • Interact with health plan members through outbound and inbound telephonic contact to review and assess health plan member’s eligibility for services.
  • Contribute to the department’s success by achieving OKR’s .
  • Achieve daily, weekly, and monthly quality and production goals.
  • Adhere to call handling process.
  • Adhere to call quality standards by ensuring proper phone etiquette and adherence to scripts, make accurate and descriptive MMS documentation.
  • Follow-up with members as assigned.
  • Adhere to assigned schedule.
  • Completion of all Change Healthcare required courses on University (CHU).
  • Review all correspondence sent by Change Healthcare and management with current information of state and federal regulatory requirements.
  • Review all correspondence sent by Change Healthcare and management with updates on the organization.
  • Comply with all company and department operational guidelines and policies.
  • Participate in Change Healthcare staff and operational development programs as assigned.
  • Performs other duties as assigned

Recommended Skills

  • Call Centers
  • Communications
  • Customer Service
  • Telephone Skills
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