Call Center Representative

3 weeks ago

El Monte, United States Nexus HR Services Full time

Call Center Representative - El Monte, CA 91731

Compensation:  $18 to $22 per hour

Overview: Nexus HR is looking for an experienced call center representative for a reputable IPA (Independent Physician Association) in El Monte, CA.

Client-highlighted qualifications - at least 2 years of call center experience, Spanish bilingual, excellent communication skills, empathy, and a commitment to delivering exceptional customer service.

About the Job

As a call center representative, you will be responsible for handling both inbound and performing outbound calls on behalf of IPA. This role plays a crucial part in ensuring our members' and providers’ offices receive timely assistance, information, and support. 

Duties and Responsibilities:

  • Handle inbound calls from members and providers' offices. 

  • Make outbound calls as assigned, and document findings. 

  • Provide accurate information and assistance to customers while maintaining professionalism and empathy.

  • Utilize QuickCap, and IMS software to record customer interactions, update information, and track issues.

  • Collaborate with other departments, such as Claims, UM Dept. Clinic Staff, among others, to resolve complex customer issues.

  • Meet or exceed performance metrics, including call handling time, first call resolution, and customer satisfaction scores.

  • Maintain a positive and solutions-oriented attitude, even in challenging situations.

  • Continuously seek opportunities for self-improvement and participate in training programs as required.

Qualifications:

  • High School Diploma or equivalent; additional education or certifications are a plus.

  • Previous experience in a call center or customer service role, preferably within the healthcare industry.

  • Knowledge of medical terminology, insurance processes, and healthcare regulations is preferred.  

  • Excellent verbal and written communication skills. 

  • Ability to maintain composure and professionalism in stressful situations. 

  • Strong interpersonal skills with the ability to build rapport and connect with diverse populations.  

  • Ability to research and analyze data. 

  • Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment. 

  • Attention to detail and accuracy in data entry. 

  • Proficiency in using computers and familiarity with QuickCap, and IMS software is a plus. 

  • Bilingual (English / Spanish) highly preferred

  • Able to work in El Monte, CA

Benefits:

  • Dental

  • Vision

  • Medical

  • 401k 

  • Paid Leave

  • Others

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