Customer Care Senior Resolution Coordinator handling high volume customer queries via phone, chat, and email. Navigating multiple systems to provide expert customer support and satisfaction.
About the role
- Customer Service Representative assisting a medical service provider with inquiries and account troubleshooting. Offering support to customers for health care coverage applications.
Responsibilities
- Answer incoming calls from customers, general public, and providers
- Complete and/or process new applications for health care coverage via the telephone and interpret eligibility determinations made by the Marketplace, and enrollment into health plans.
- Facilitate translation services for non-English speaking callers according to procedures
- Facilitate the fulfillment of caller requests for materials via mail, email, or download
- Track and document all inquiries using the applicable systems
- Transfer/refer consumers to appropriate entities according to the established guidelines
- Escalate calls or issues to the appropriate designated staff for resolution as needed
- Complete associated tasks according to the established guidelines
- Meet Quality Assurance (QA) and other key performance metrics
- Follow all policies, procedures, and protocol when engaging with caller
- Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.
Requirements
- Bi-lingual Spanish a plus
- High School diploma or equivalent
- 1 year of experience in call center environment
- 1 year of experience in customer service
- Strong Problem Solving and Organizational Skills
- Strong verbal and written communication skills
- Minimum of 24 wpm typing speed
- Internet access with minimum speeds of 20MBPS download and 5MBPS upload
- High proficiency in computer skills
Benefits
- Paid sick leave
- Paid leave
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