Customer Service Representative

We are seeking a Customer Service Representative for a medical service provider. The customer service representative will assist customers and providers with general inquiries and specific account troubleshooting. The customer service representative must possess excellent verbal communication skills and the ability to accurately document customer interactions.

Work Location: Remote, initially, may transition to hybrid work (combined remote and office location downtown Chicago)

Available Schedules: Full Time: Monday-Friday 8am-6pm (40 hours/ week) or Part Time: Monday- Wednesday (15-25 hours/week)

Training Schedule: 4-5 Weeks of Paid Training Monday-Friday

Pay: $16.50/hour mono-lingual English or $17.50/hour bi-lingual Spanish

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.

• 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
• High proficiency in computer programs and typing
• Must have minimum internet speeds of 25mbps download and 5mbps upload

Equipment needed for remote work will be provided on the third day of training. The employee must have internet access.