Bilingual Customer Service Representative
2 weeks ago
As a vital member of our contact center team, you will deliver exceptional and courteous service to consumers through various communication channels, including chat, phone calls, email, and web inquiries. Your role is to assess consumer needs and facilitate prompt and suitable services.
Your commitment to providing timely and effective assistance to both prospective and existing consumers, as well as internal staff, aligns with the standards set by VNS Health.
By embodying VNS Health's dedication to its members and patients, you will contribute to creating a positive consumer experience while working under direct supervision.
Compensation:
$23.99 Hourly
Key Responsibilities:
- Support two lines of business at VNS Health after gaining specialized knowledge in a second area.
- Handle consumer inquiries and resolve non-clinical questions and complaints related to customer service across VNS Health.
- Establish effective communication and relationships with customers, healthcare providers, hospitals, and internal teams to ensure problem resolution.
- Demonstrate empathy, actively listen, and communicate clearly with consumers to ensure their needs are understood and met.
- Stay informed about organizational changes and updates through ongoing training and educational resources.
- Adhere to contact center standards and performance metrics, including call handling parameters.
- Foster a collaborative team environment by sharing best practices and identifying areas for improvement.
- Coordinate and monitor services provided by the lines of business, contractors, and community agencies, ensuring services are scheduled and delivered within established program guidelines.
- Act as a liaison to VNS Health staff and departments to troubleshoot issues and ensure accurate information is provided.
- Participate in outreach initiatives that enhance consumer retention and quality, documenting activities for management review.
- Assist in planning and executing customer service and responsiveness initiatives.
- Maintain organized records of service logs, performance reports, and other necessary data for management review.
- Input required data and ensure it aligns with documentation.
- 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 verbal communication and customer service skills are essential. Proficiency in Microsoft Office is required. Bilingual skills may be necessary based on operational needs.
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