SCAN

Customer Service Representative, Bilingual

SCAN

full-time

Posted on:

Location Type: Remote

Location: Arizona • Nevada • United States

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Salary

💰 $17 - $21 per hour

About the role

  • Serves members by being an advocate and point of contact for member questions and concerns regarding benefits, eligibility, referrals, claims and any other aspects of plan benefits and services
  • Ensures member satisfaction by providing superior customer service and willingness to help at all time while maintaining a professional demeanor
  • Provides quality customer service by apply SCAN Five Service Principles
  • Educates members, family, providers and caregivers regarding benefits and plan options
  • Accurately explains benefits and plan options in person, via email or telephonically
  • Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution
  • Escalates appropriate member issues to management or other departments as required
  • Consistently meets and/or exceeds the departmental standards, including, but not limited to: quality, productivity, and adherence to schedule and attendance
  • Responds appropriately and in a timely fashion to member/internal staff/providers by answering telephonic and written inquiries concerning benefits, eligibility, referrals, claims and all other issues following departmental policies and procedures and job aids
  • Takes ownership of the issue, focusing on providing solutions and options for members, as necessary through resolution of member issue
  • Increases member satisfaction by following up and resolving member issues, complaints, and questions in an efficient, timely and accurate fashion; coordinates resolution with providers and other departments as needed
  • Participates in member calling projects as assigned by management to support the overall SCAN goal of membership retention
  • Follows policies and procedures and job aids in order to maintain efficient and complaint operations; communicates suggestions for improvement and efficiencies to management; identifies and reports problems with workflows following proper departmental procedures; actively participates in departmental staff meetings and training sessions
  • Follows all appropriate Federal and State regulatory requirements and guidelines applicable to Scan Health Plan operations, as documented in company policies and procedures
  • Follows all HIPAA requirements
  • Documents transactions by completing applicable member forms and summarizing actions taken in appropriate computer system and following standards set by the department or by other authorized individuals
  • Temporarily responds to routine member questions and concerns on specific medical group call queues as part of skill development
  • Contributes to team effort by accomplishing related results as needed

Requirements

  • Bilingual Requirement: Korean, Mandarin, Cantonese, Vietnamese, Spanish
  • 1-2 years call center or related customer service experience, required
  • 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred
  • Experience in the healthcare, insurance or pharmacy industry is highly desirable
  • Ability to maintain calm demeanor at all times, including during highly charged situations.
  • Data entry and general computer skills (word processing, e-mail) required
  • Effective communication (oral and written) skills
  • Professional/pleasant telephone manner required
  • Ability to handle large call volume, while providing excellent customer service at all times required
  • Demonstrated efficiency/effectiveness in an environment with a high call volume.
Benefits
  • Robust Wellness Program
  • Excellent 401(k) Retirement Saving Plan with employer match
  • Robust employee recognition program
  • Tuition reimbursement
  • A work-life balance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
data entrygeneral computer skillsMedicare benefitsMedicare Advantage Plans
Soft skills
customer serviceeffective communicationcalm demeanorprofessional telephone mannerproblem-solvingteam collaboration