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Bilingual Customer Service Representative

1 month ago

Long Beach, California, United States SCAN Health Plan Full time
About the Role

The Concierge Advocate serves as a direct point of contact for members' questions and concerns. He or she is responsible for taking member calls, as well as making proactive calls, as needed.

The Concierge Advocate is a liaison between the member and SCAN's internal and external stakeholders, advocating for and representing the member as needed to resolve issues and concerns.

Key Responsibilities
  • Front line contact center agent that is responsible for answering our member's questions as they come in through inbound calls from our members or outbound calls they place.
  • Part of a team that is responsible for managing and supporting a specific group of members.
  • Ensure that their members' issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
  • Drive SCAN's Concierge customer service philosophy and are critical to ensure member get their healthcare administrative issues / questions resolved in a timely fashion.
  • Assist the team leads, the Concierge and Associate Concierge, in managing their membership as a book of business.
  • Serves primarily on an in-bound call queue resolving member's questions as they call SCAN.
Additional Responsibilities
  • Following-up on pending member issues
  • Performing research to resolve a member's issue
  • Performing proactive outreach to members
  • Performing hand-offs amongst team members regarding resolving member issues
  • Coordinating issue resolution between internal and external stakeholders.
Requirements
  • G.E.D/High School
  • 2+ years Call Center, customer service, concierge or hospitality experience required.
  • Experience in healthcare, insurance, or medical group preferred.
  • Demonstrated critical thinking and problem solving skills to get to the heart of the member's issue.
  • Ability to handle large call volume, while providing excellent customer service at all times.
  • Demonstrated efficiency/effectiveness in an environment with a high call volume, handling complex calls/ issues.
  • Ability to listen, talk and type at the same time
  • Ability to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication.
  • Demonstrated time management and priority setting skills.
  • Strong interpersonal and organizational skills.
  • Excellent written and verbal communication skills.
  • Ability to multitask and maintain calm demeanor at all times including during highly charged situations.
  • Ability to work in an environment where continuous coaching and feedback is the standard practice.
  • Ability to appropriately maintain confidentiality.
  • Ability to work a flexible schedule that may include second-shift (7am - 9pm).