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Contact Center Agent II Bilingual Chinese/English
2 months ago
Overview Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, and web, to determine needs and facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision. Compensation: $19.18 - $23.99 Hourly Responsibilities: Supports two VNS Health lines of business after acquiring a second line of business specialty knowledge. Receives and responds to consumer inquiries, resolving non-clinical inquiries and complaints related to customer service across VNS Health. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution. Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed. Keeps up with all organizational changes and updates through ongoing training, coaching, and educational materials. Adheres to general contact center standards and metrics (e.g., call handling parameters). Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement. Coordinates and tracks services provided by the LOB, its contractors, and other community agencies, ensuring services are scheduled and provided within defined program parameters. Acts as liaison to VNS Health staff, departments, and programs to troubleshoot problems and ensure accurate and updated information. Participates in outreach programs that promote consumer retention and improved quality, updating records on activities for management review. Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports, and other data as needed by management for review. Enters required data and reconciles input with documentation. Participates in special projects and performs other duties as assigned. Qualifications Education: High School Diploma or equivalent required; Bachelor's Degree in Communications, English, Public Relations, or related field preferred. Work Experience: Minimum of two years of customer service experience, preferably in a health care setting required. Excellent oral/verbal communication and customer service skills required. PC skills including Microsoft Office required. Bilingual skills may be required as determined by operational needs. #J-18808-Ljbffr
