Contact Center Associate – Korean

2 weeks ago

Austin, United States TalentBridge Full time

Position Title: Contact Center Associate – Korean & English Speaker

Job Type: Full-Time, Remote


Position Overview:

The Contact Center Associate is a bilingual (Korean & English) representative responsible for providing exceptional customer service to health share members and providers. This role is focused on delivering accurate, high-quality information and resolving inquiries efficiently, primarily via inbound and outbound calls and emails. Working within a dynamic team, this position plays a crucial role in ensuring health share members and providers receive precise information and support based on Membership Guidelines.


Key Responsibilities:

Customer Interaction:

  • Handle inbound and outbound calls with health share members and providers, ensuring one-call resolution whenever possible.
  • Resolve general inquiries and issues for members and providers, escalating complex matters as needed.
  • Maintain professionalism and high-quality service in all interactions, providing prompt follow-ups where necessary.

Issue Resolution:

  • Accurately document, identify, and escalate trends or operational problems to management.
  • Use critical thinking skills to troubleshoot and resolve customer issues.

Information Accuracy:

  • Review, obtain, and manage medical records as necessary to support customer inquiries.
  • Ensure member eligibility and information are current and provide clear explanations to members and providers.

Team Collaboration:

  • Collaborate with other departments to ensure seamless support across health share services.
  • Be receptive to coaching, ongoing learning, and feedback to continuously improve service quality.


Qualifications:

  • Language: Native Korean proficiency and strong English language skills.
  • Education: High School Diploma or GED required; Associate’s Degree or higher preferred.

Experience:

  • 1-2 years of customer service experience required, preferably in a call center or healthcare setting.
  • Experience reviewing and verifying medical records is a plus.

Technical Skills:

  • Proficiency in Microsoft Office Suite (Outlook, Excel).
  • Familiarity with call center phone systems, Salesforce (preferred), and understanding of HIPAA compliance.

Soft Skills:

  • Excellent verbal and written communication skills.
  • Strong critical thinking, problem-solving abilities, and high attention to detail.
  • Self-motivated, goal-oriented, and capable of working independently and in a collaborative team environment.

Physical Requirements:

  • Regularly required to talk, hear, and sit for extended periods.
  • Occasionally required to lift and/or move up to 10 pounds.
  • Vision abilities needed include close, distance, color vision, depth perception, and focus adjustments.

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