Call Center Rep

Title: BiLingual Call Center Rep
Pay Rate: $22/HR
Location: 7000 Calmont Ave, Fort Worth TX

Job Summary:
Provides accurate, prompt, and courteous service to all Cook Childrens Health Plan Members and Providers in a fast-paced call center. Delivery quality service by responding to every inquiry immediately and directly when possible or by collaborating with other CCHP team members involved in the delivery of care to our Members and Providers.

Job Responsibilities:
--Issue Resolution:
-Gathers all relevant information regarding complaints/grievances and accurately document the Members account.
-Collaborate with other CCHP departments as needed to help resolve Member complaints/grievances ensuring that all information is sent in a timely manner to the Compliance Department.
--Core System:
-Updates Member accounts with the correct PCP and demographic information.
-Documents all Member-related interactions using correct grammar/terminology into CCHPs core system for the purpose of accurately tracking and analyzing data for trends.
-Routes/reports any identified trends with providers to the management team.
--Cultural Sensitivity:
-Uses cultural sensitivity during interactions with Members (phone, website, fax, email, or in writing).
-Schedules face-to-face interpreters for all non-English speaking Members for medical appointments.
-Uses CCHPs TTY hearing impaired phone or Texas Relay to communicate with hearing impaired Members over the phone.
--Customer Service/Phone Metrics:
-Meets and maintains a score above 80 percent for Customer Service Call Notes Accuracy. This is based on monitoring from Quality Department.
-Meets and maintains all approved phone metrics while delivering high standards of customer service, including the ability to document notes during the calls without interrupting callers.
-Use an effective approach to telephone etiquette such as: Call transfers/holds Call backs Unintentional disconnects/call avoidance.
--Member Education:
-Educates and guides Members through the complexities of the programs using clear and concise instructions.
-Utilizes available resources to help Members make informed decisions regarding their health.
-Support any efforts to assist members with renewal requirements.
--Call Center Functions:
-All call center functions that pertain to: Benefits/eligibility/Member updates.
-Access to care.
-Value added/capitated services non-capitated services (e.g. medical transportation, ECI, Texas Health Steps) Enhances the customer experience by using effective questioning and listening skills when speaking to Members and their LARs and skillfully diffuses frustrated callers by identifying and finding solutions to member issues.
-Follows all departmental policies and procedures and maintains confidentiality.

 

Required Skills & Experience:
-Six (6) months experience in a Call Center Environment or Medical setting, or three (3) months as a CCHP call center contractor.
-Bilingual (English/Spanish).
-Must pass Spanish test prior to hire.

Preferred Skills & Experience:
-Excellent verbal, communication, and grammatical skills.
-Medical terminology.
-Computer literate with working knowledge and proficiency with Microsoft Outlook, Excel, Word, and Internet Explorer.
-Ability to manage priorities and complete tasks in a timely manner within outlined timeframes.

Kindly share resume with answers:
Q1: Are you having English and Spanish bilingual; able to communicate professionally in both languages.
Q2: At least six months in a call center or medical setting, or three months as a CCHP call center contractor.
Q3: How far you live and how will to commute to 7000 Calmont Ave, Fort Worth