Bilingual Customer Service Representative

2 weeks ago


New York, New York, United States VNS Health Full time
Overview

Deliver exceptional and courteous consumer assistance through various contact center platforms, including chat, inbound/outbound calls, email, and web, to identify needs and facilitate timely and suitable services.

Ensure prompt and effective customer support to prospective, external consumers and internal personnel in alignment with departmental and VNS Health standards.

Exhibit VNS Health's dedication and compassion towards its members and patients by fostering a positive consumer experience. Operate under direct supervision.



Compensation:
$23.99 Hourly

Key Responsibilities:
1. Support two lines of business at VNS Health after acquiring specialized knowledge in a second line of business.
2. Address and resolve consumer inquiries, handling non-clinical questions and complaints related to customer service across VNS Health.
3. Build effective working relationships and communication with customers, healthcare providers, hospitals, and internal contacts to ensure problem resolution.
4. Demonstrate empathy, actively listen, and communicate clearly with consumers to ensure their needs are understood and met.
5. Stay informed about organizational changes and updates through ongoing training, coaching, and educational resources.
6. Adhere to general contact center standards and performance metrics (e.g., call handling parameters).
7. Collaborate in a team-oriented culture by sharing best practices and identifying areas for improvement.

8. Coordinate and monitor services provided by the line of business, its contractors, and other community agencies, ensuring services are scheduled and delivered within defined program parameters.

9. Act as a liaison to VNS Health staff, departments, and programs to troubleshoot issues and ensure accurate and updated information.
10. Participate in outreach initiatives that promote consumer retention and enhance quality, updating records on activities for management review.
11. Assist in planning and executing customer service and telephone responsiveness activities and initiatives.
12. Organize and maintain records of service logs, performance reports, and other data as required by management for review.
13. Enter necessary data and reconcile input with documentation.
14. Engage in special projects and perform additional duties as assigned.

Qualifications
Education:
High School Diploma or equivalent required; Bachelor's Degree in Communications, English, Public Relations, or a related field preferred.

Work Experience:
A minimum of two years of customer service experience, preferably in a healthcare environment, is required. Excellent oral and written communication and customer service skills are essential. Proficiency in PC skills, including Microsoft Office, is required. Bilingual skills may be necessary based on operational needs.

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