Bi Lingual Customer Service Representative- Washington DC Candidates Preferred
2 days ago
Bi-Lingual DC Resident Preferred- Shift Timings- 9am-5:30pm Spanish-English
Duties and Responsibilities
o Responsible for assisting enrollees in selecting the most appropriate MCO and PCP, taking into account each individual's needs and location.
o Answers questions and provides information and education on programs and services.
o Responds to requests and/or takes action on accounts or enrollment applications.
o Follows standard procedures to ensure consistency, accuracy, and meeting all quality assurance requirements
o Facilitates the conversation by soliciting needed information, clarifying responses, and addressing concerns.
o Manages customer inquiries with consistency, accuracy, and professionalism, displaying excellent customer service skills
and extensive technical program knowledge.
o Follows scripted dialogues to ensure quality and maintain high accuracy rates.
o Regular and predictable attendance is required.
o Other duties as assigned
Knowledge, Skills and Abilities
o Managing Work: Effectively managing time and resources to make sure that work is finished Identifies more critical and less critical activities and tasks. Uses time effectively
o Decision Making: Identifying and understanding issues; comparing information to make a choice; choosing a course of action carefully and wisely; taking action. Recognize issues, problems, or opportunities and determine whether action is needed. Identifies the need for and collects information to better understand issues, problems, and opportunities.
o Communication: Clearly expressing information and ideas in a variety of ways, helping individuals understand and retain the message. Organizes communication by clarifying its purpose and importance. Checks for understanding when communicating.
o Contributing to Team Success: Actively participating as a member of a team to help the team complete goals Makes suggestions for achieving team goals. Demonstrates personal commitment to the team.
o Work Standards: Setting high standards of performance for oneself and others; taking responsibility and accountability for successfully completing work. Establishes criteria and/or work procedures to achieve a high level of quality, productivity, or service. Admits mistakes and refocuses efforts when appropriate.
o Customer Focus: Making customers and their needs the main focus Developing and maintaining valuable customer relationships Actively seeks information to understand customers' circumstances, problems, expectations, and needs. Responds quickly to meet customer needs and resolves problems
Job Specification
o Skill/Knowledge: Has substantial understanding of the job and applies knowledge and skills to complete a wider range of tasks.
o Job Complexity: Works on assignments that are moderately difficult, requiring judgment in resolving issues or in making recommendations. Exhibits moderate program knowledge.
o Supervision Received: Normally receives little instruction on daily work, general instructions on newly introduced assignments.
Required Education:
• High school diploma or equivalent
Required Experience:
• Two-eight years of customer service or call center experience or equivalent.
• Experience working with special needs populations and/or families of special needs children.
• Experience or training in a health care-related field
• Experience or training related to health care insurance, Medicaid, MCO/PCP selection, EPSDT services, and any other health care programs or
similar programs administered in other states.
• Experience or training in managed care industry.
• Experience using a personal computer and software programs and a TTY machine
Benefits include Health, 401k with match, vacation leave, sick leave, holidays, PFL, etc.
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