November 4, 2024

MCS HEALTHCARE HOLDINGS, LLC

San Juan

Representante de Servicio al Cliente Outbound

Representante de Servicio al Cliente Outbound
GENERAL DESCRIPTION:
Responsible for making guidance calls, satisfaction surveys, and regulated calls for individual or member Medicare products, following the quality and service standards established by the company and Centers for Medicare and Medicaid Services (CMS) regulations.
ESSENTIAL FUNCTIONS:

Performs outbound calls of the different established campaigns, according to quality and service standards, offering a fast, polite, and efficient service to solve situations that arise during the calls.
Uses and complies with established telephone etiquette rules on each call, following authorized scripts provided to guide properly and guarantee customer satisfaction. Ask the necessary questions to obtain more information when reporting and documenting results.
Updates databases and applications correctly with all pertinent information for each of the customers contacted, according to the campaigns, requirements, and training provided.
Complies with the proper utilization and requirements of all applications and technological resources provided to facilitate the processes of the Call Center Service Representatives (Aspect, WFM, JWalk, Witness, and others).
Performs shared tasks with other Call Centers, as needs arise (cross-training), or any other project that arises within the same unit or department.
Offers extended and detailed orientation on benefits, clarifying doubts to the member who presents or has presented major dissatisfaction with the service, when necessary.
Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with the regulations applicable to our Industry, to maintain appropriate business and employment practices.
May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS:
Education and Experience: Associate's Degree or at least 60-64 college credits. At least one (1) to three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry, or at least three (3) to five (5) years of work experience instead of.
“Proven experience may be replaced by previously established requirements.”
Certifications / Licenses: N/A
Other: Availability to work extended hours, weekends, and/or holidays, according to the business needs and the requirements of the regulatory agencies.
Languages:
Spanish – Intermediate (comprehensive, writing and verbal)
English – Intermediate (comprehensive, writing and verbal)