About the Role
Daily Schedule & Role Expectations
Schedule: Monday–Friday, 11:00 AM – 8:00 PM EST
Primary Tasks:
Handle incoming inquiries in both English and Spanish
Collaborate with team members
Participate in coaching and support sessions
Key Responsibilities:
Receive and respond to routine member and/or provider inquiries, requests, and concerns in an accurate and timely manner.
Mitigate and prevent complaints from being escalated by resolving issues on initial contact.
Serve as a front-line resolution advocate for various inquiries and requests.
Resolve basic issues by:
Understanding member/provider needs
Determining root causes
Escalating to appropriate departments when necessary
Maintain performance and quality standards based on contact center metrics.
Deliver customer service via phone, live chat, and email in a high-paced environment.
Document all communications using Customer Relationship Management (CRM) systems.
Stay up-to-date with policies, regulations, and quality standards.
Perform other duties as assigned.
Comply with all company policies and standards.
Requirements
Entry-level position typically requiring little or no previous experience.
Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope, and skill reflective of this level.
Preferred: Experience interacting and multitasking using multiple systems and programs simultaneously.
About the Company
RepuCare, a certified Woman Owned Business (WBE), is a leader in providing innovative workforce solutions. We have partnered with a large managed care provider seeking a dedicated Customer Service Advocate to join their team.