Description & Requirements
Essential Duties and Responsibilities:
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Track and document all inquiries using the applicable systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
-Provide responses to inquiries and mails information in response to request
-Refer callers in the event of problems or concerns
-Educate clients on managed care
-Assess client’s health care needs and assists clients in choosing a health plan
- High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
- Must be fluent in English and specified secondary language.
-Effective communication skills and ability to follow directions
-Ability to interact courteously and effectively with a variety of people
-Ability to handle pressure and perform multiple tasks
-Proficiency in Microsoft Office applications as Excel, Power Point, and Word
-Must read, write, and speak Cantonese in addition to English