Call Center Agent

4 weeks ago

Miami, United States Independent Living Systems LLC Full time
About Us

Join us in making a career in Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid, and Dual-Eligible Market. ILS provides tailored integrated solutions aimed at improving health outcomes while rebalancing costs, addressing social determinants of health and connecting members with community-based resources.

Position Summary:

The Call Center Agent must be knowledgeable in the various Products of the Department. This includes but is not limited to: Inbound and Outbound Member and Provider Calls, Courtesy Calls, Follow-up Calls, Nutritional Assessment, etc. A Call Center Agent must also be familiar with the steps taken to correctly complete and reconcile each. The Agent is trained in the many situations and scenarios that may arise during each of the above-mentioned tasks and know how to handle them properly. The Call Center Agent will report to his/her assigned Team Lead; issues in need of a resolution beyond the Agent’s skill set or assigned responsibility. Agents will also notify their Team Lead in the event he/she has any attendance problems. The Agent’s skills will be fine-tuned through frequent re-training.

Essential Functions:
  1. Assist members with Meals benefit information.
  2. Completing Nutritional Assessments
  3. Completing Courtesy Calls
  4. Completing Satisfaction Surveys if applicable
  5. Receiving Incoming Calls and handling them using the Single Source Resolution Method whenever possible.
  6. Escalating appropriate issues to their Team Lead, or their shift’s Supervisor
  7. Handling emergent situations using the proper method of escalation i.e., Alerting 911 and the Management Team.
Education:
• High School Diploma

Experience:
  1. Pervious Call Center or Customer Service experience is an advantage.
  2. Fluency in English and Spanish is Preferred
  3. Strong communication skills, both written and oral
  4. Ability to work under pressure to achieve deadlines.
  5. Confident, self-driven, dynamic; and quick learner.
  6. Experience working with the developmentally disabled community preferred.

EEO Statement

In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems has a longstanding commitment to provide a safe, quality-oriented, and productive work environment. Alcohol and drug abuse pose a threat to the health and safety of ILS employees and to the security of the company’s equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace.

Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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