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Posted: 15-Nov-24
Location: Los Angeles, California
Salary: Open
Internal Number: 144467648
As the Medicare Advantage Senior Contact Center Representative, you will be addressing and resolving complex member inquiries, providing detailed information on intricate health plan benefits, and ensuring a seamless navigation of healthcare processes. You will:
- Utilize state-of-the-art telecommunications and computer information systems to assist members
- Adhere to the CICARE principle to maintain the highest standards of care and service
- Resolve member inquiries with a focus on clear and empathetic communication
- Manage escalated calls from Contact Center Agents related procedural inquiries
- Assist members, fostering positive relationships and contributing to an outstanding customer experience
- Enhance member satisfaction through dedicated service
Note: This position is a limited appointment for 6 months and may convert to career.
Salary Range: $29.53 - $46.37/hourly
We are seeking a detailed-oriented, customer-centric individual with:
- High School diploma, GED or equivalent, required
- A college degree, preferred
- Two or more years of Customer Service experience, required
- Two or more years working contact center environment or experience with Medicare Advantage health plan, highly desired
- Working knowledge of Medicare Advantage program rules and regulations, preferred
- Exceptional customer service and communication skills
- Strong attention to detail and organization skills
- Proficiency with CRM and telephony software, preferred
- Ability to maintain confidentiality of patient and business records
- Familiarity with healthcare systems, medical terminology, and understanding of health insurance concepts
- Understanding of healthcare regulations, including privacy laws (e.g. HIPAA) and other compliance requirement
