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SCAN · 17 hours ago

Customer Service Representative - Bilingual Required

United States

Full-time

Remote

Entry Level

$17/hr - $20.75/hr

1+ years exp

SCAN is a nonprofit health organization dedicated to improving care for older adults. They are seeking a Bilingual Customer Service Representative to serve as an advocate for members, providing information on benefits and ensuring member satisfaction through quality customer service.

Elder CareHealth CareHome Health CareMedical

Comp. & Benefits

Responsibilities

Provides quality customer service by apply SCAN Five Service Principles. Educates members, family, providers and caregivers regarding benefits and plan options

Accurately explains benefits and plan options in person, via email or telephonically

Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required

Consistently meets and/or exceeds the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance

Responds appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids. Takes ownership of the issue, focusing on providing solutions and options for members, as necessary through resolution of member issue

Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed

Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention

Follows policies and procedures and job aids in order to maintain efficient and complaint operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions

Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Scan Health Plan operations, as documented I company policies and procedures. Follows all HIPAA requirements

Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals

Temporarily responds to routine member questions and concerns on specific medical group call queues as part of skill development

Contributes to team effort by accomplishing related results as needed

We seek Rebels who are curious about AI and its power to transform how we operate and serve our members

Actively support the achievement of SCAN’s Vision and Goals

Other duties as assigned

Qualification

Medicare benefits experienceBilingual KoreanBilingual MandarinBilingual CantoneseBilingual VietnameseBilingual SpanishCall center experienceHealthcare industry experienceData entry skillsCalm demeanorCustomer service skillsHigh call volume handlingEffective communication skills