Remote Healthcare Customer Service Representative

Shift: Training: Monday-Friday, 9:00 AM-4:00 PM (9 days of training followed by 30 days of nesting). Production: Monday-Friday, 8:30 AM-6:00 PM; must be able to work any shift within project hours.

Work Arrangement: Remote

*100% remote but candidates needs to live in the state of Virginia.

*Apply to the job or send your resume to [email protected] with your phone number.

Bilingual Candidates (Spanish and English) Payrate: $17.32/hr*

Monolingual Candidates (Only English) Payrate: $16.32/hr*

Job Description:

Essential Duties and Responsibilities

• Answer incoming calls from consumers, including the general public, prospective enrollees, and people assisting enrollees or acting on their behalf, in accordance with all performance standards, policies, procedures, and protocols, including but not limited to confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer or refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.

Minimum Requirements

• High school diploma or GED and 0-6 months of relevant professional experience, or an equivalent combination of education and experience.
• Ability to work any shift within project hours (Monday-Friday, 8:30 AM-6:00 PM).
• Mandatory attendance during the full training period (9 days of training followed by 30 days of nesting), with no prescheduled appointments, and on camera for the entire duration of training.
• Home internet service with minimum speeds of 25 Mbps download for a single user (50 Mbps download for shared connections) and 5 Mbps upload (10 Mbps preferred). Some projects may have different requirements, which are communicated at the time of hire.
• Mobile hotspots may not be the primary internet connection.
• Wired connection from the PC to the internet router using a Category 5 or 6 ethernet patch cable.
• Proof of internet speed test (such as a screenshot from Google Speedtest or Speedtest.net) provided upon request.

Critical Skills Needed

• Inbound Call Handling
• Customer Service
• Call Documentation
• Case Tracking
• Active Listening
• Confidentiality And Privacy Compliance
• Call Escalation And Referral
• Quality Assurance Metrics
• Attention To Detail
• Adaptability To Procedures

Technical Skills

• Computer and call center systems for tracking and documenting inquiries
• Email
• Reliable home internet with wired ethernet connection
• Webcam (on camera during training)

Education

• High school diploma or GED.