Primary Duties and Responsibilities, Including Essential Functions:

• Provide phone support to Spanish/English speaking members (and support via email and live chat as needed) by answering general questions about member plans through using our scripts, strategies, and explaining benefits clearly to help retain our members.
• Upsell products and services when appropriate
• Prioritize and show compassion towards the member’s needs to resolve member issues in the first contact, only escalating when appropriate.
• Balance a steady pace of inbound calls while maintaining composure in highly escalated situations while demonstrating conflict resolution and de-escalation skills.
• Learn fast and operate with minimal support from Manager and Team Leads, motivated and self-driven.
• Attend remote trainings as required, follow procedures provided in training classes, and request additional training and management assistance as needed.
• Adhere to general practices, company policies and procedures, HIPAA compliance, and member confidentiality.
• Maintain regular and reliable attendance.
• Additional duties as assigned, without notice.

Required Experience and Competencies:

• At least one year of experience working from home.
• At least one year of inbound high-volume call center experience.
• Bilingual – fluent in Spanish and English.
• A background in the Health industry is preferred.
• Effective communication with members, strong listening skills, and multi-tasking ability.
• Excellent problem-solving capabilities, retention, and conflict resolution skills.
• Ability to handle and resolve high-stress situations while remaining calm, patient, and empathetic to our members.
• Demonstrates ability to achieve established goals and performance metrics.
• Have a strong work ethic and be reliable and dependable with strong time management skills.
• Must be able to type 30-40 words per minute.
• Effective operation of telephone and desktop computer; must be able to navigate between multiple computer applications and input data quickly.
• Proficiency with Windows 10 (you can quickly and easily navigate and multi-task across apps, the internet, chat programs, and video conferencing tools).
• Able to do basic computer troubleshooting and capable of handling the setup of their computer equipment.
• Experience with IP phone system, instant messaging, and video conferencing is preferred.
• Must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.

Home Office Requirements:

• Have (or be able to obtain) High-Speed Internet (100 Mbps download / 30Mbps upload or better).
• Hard-wired LAN connection. Cannot use a wireless connection. Your device must be directly connected to router/modem via Ethernet cable.
• Must have access to router/modem and can reboot/troubleshoot these devices during working hours.
• Surge protector and ergonomically correct office furniture, desk or table, and chair.
• Dedicated private, secure, and quiet workspace free from background noise or other distractions located at your confirmed address of residence and are responsible for maintaining the workspace in a safe condition, free from hazards and other dangers to people and equipment.
• Dependent care and other family obligations cannot interfere with job duties.
• For the first 3 weeks of training have access to a computer/laptop, with webcam or camera capability, and headset or cellphone earbuds. Cannot use cellphone, tablet, or Chromebook, they are not compatible with our systems. Afterward, you will get your company supplied computer equipment to use for the completion of your training and job duties.
• Fire extinguisher, first aid kit, and smoke detectors in place of residence recommended.

The multi-step interview process is done remotely via Zoom. 

Benefits:

• Work from your home
• Paid meal break
• Paid holidays
• After Benefit Waiting Periods:
  1. 1. Accrue paid vacation days
     2. Accrue paid sick days
     3. 3 paid days (1 Floating Holiday, 1 Mental Health Day, 1 Care Giver Day)
     4. 401(k) plan with up to 6% match
     5. ESOP
     6. Medical benefits
     7. Flexible Spending Account
     8. Short-Term Disability – voluntary benefit where the cost is paid by the employee
     9. Discount Benefits –dental, vision, chiropractic, and pharmacy benefits at no cost to employees.
     10. Term Life, AD&D Coverage, Long-Term Disability insurance at no cost to the employee