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Customer Care Specialist

2 months ago

Tampa, Florida, United States CenterWell Home Health Full time
Join a compassionate team dedicated to prioritizing health
Are you passionate about helping others during their times of need? If you are seeking meaningful experience with a leading organization that values the health and well-being of both its clients and employees, this remote position may be ideal for you. The Customer Care Specialist serves as the face of our organization, addressing incoming calls, digital communications, and written inquiries from our members.

This role requires flexibility to work any assigned 8-hour shift within the operational hours of 8:00 AM to 8:00 PM Eastern Standard Time. Please ensure your resume is attached in either PDF or Word format when applying.

The Customer Care Specialist functions as a versatile service agent for our members, delivering friendly and thorough assistance on a variety of issues, from equipment orders to handling grievances and appeals. Key responsibilities include:

  • Documenting inquiries, comments, or complaints, and taking appropriate actions.
  • Escalating unresolved customer service issues.
  • Performing additional relevant tasks to support departmental and organizational objectives.
  • Meeting monthly performance metrics related to calls and attendance.
  • Expecting to manage 20 to 35 inbound calls daily, focusing on high-quality service and resolution on the first call.
  • This role operates in a high-volume call center environment, which can be demanding at times. While primarily receiving inbound calls, you may also need to make outbound calls to healthcare providers, vendors, or pharmacies to assist our members effectively.

To succeed in this position, the following skills are essential:

  • Strong emotional intelligence and empathy to proactively offer solutions and ensure the health and safety of our members.
  • Excellent interpersonal skills with strong verbal and written communication abilities.
  • Proven capability to take initiative, manage multiple tasks, and adapt quickly to changes.
  • Ability to maintain professionalism and confidentiality regarding sensitive information.

Utilize your expertise to make a difference

Required Qualifications

  • A minimum of two (2) years of experience in customer service is essential.
  • Proficient technical skills and efficient typing abilities, with experience in navigating multiple software systems, including email and chat platforms.
  • Familiarity with Microsoft Office applications, especially Outlook and Teams.
  • Availability to work any assigned 8-hour shift within the operational hours of 8:00 AM to 8:00 PM Eastern Standard Time.

Preferred Qualifications

  • An associate or bachelor's degree.
  • Background in case management processes.
  • Experience in a call center environment.
  • Knowledge of healthcare services.

Remote Work Requirements

To ensure effective remote work, your self-provided internet service must meet the following criteria:

  • A minimum download speed of 25 Mbps and an upload speed of 10 Mbps is recommended; a wired cable or DSL connection is preferred.
  • Satellite, cellular, and microwave connections may only be used with prior approval.
  • Employees working from home must have a dedicated workspace free from interruptions to protect member information.

Training

  • Training for this position will be conducted virtually and will last for the first six weeks.
  • Flexibility to attend training during any 8-hour shift between 8:00 AM and 8:00 PM Eastern time is required.
  • Punctuality and professionalism during training sessions are crucial.
  • Attendance is critical for success; no time off will be permitted during training or within the first 120 days of employment, except for recognized holidays.
  • After the initial appraisal period, time off may be requested based on business needs.
  • The busiest season occurs from October 1 through March 31, with limited time off during this period.

Post-Training Schedule

  • After training, associates must be available to work any 8-hour shift between 8:00 AM and 8:00 PM Eastern time, Monday through Friday.
  • Weekend, holiday, and/or mandatory overtime may be required based on business needs.
  • This position involves learning various systems and policies, requiring a commitment to remain in this role for a minimum of 24 months before applying for other opportunities within the organization.

Interview Process

Our hiring process includes the use of technology to enhance our decision-making capabilities. Candidates may be asked to complete pre-screening questions and assessments to evaluate their suitability for the role.

  • Text Prescreen: After submitting your application, you may receive a text message and email requesting completion of prescreen questions.
  • Assessment: Selected candidates will receive an email to complete a Virtual Job Experience, providing insight into customer care roles.
  • Video Prescreen: Successful candidates will be invited to record a video prescreen.
  • Interviews: Some candidates will be invited for interviews based on their assessments.
  • Offers: Finalists will be contacted to discuss job offers.

Scheduled Weekly Hours

40

Pay Range

The compensation range reflects a good faith estimate of starting base pay for full-time employment. The pay range may vary based on geographic location and individual qualifications.

Description of Benefits

Our organization offers competitive benefits that support overall well-being, including medical, dental, and vision coverage, retirement savings plans, paid time off, and various other opportunities.
About Us
We are a recognized leader in healthcare delivery, committed to helping individuals achieve their best health through comprehensive services. Our mission is to provide quality care and support to our members, ensuring they receive the assistance they need when they need it.

Equal Opportunity Employer

We are committed to fostering a diverse and inclusive workplace, ensuring equal opportunity for all employees and applicants without discrimination based on various factors.