Bilingual Customer Service Rep

Call Center – Customer Experience Associate- Bilingual Spanish/English 

• Are you a problem solver who can patiently listen to, understand, and address complex customer issues
• Have strong people skills to build a genuine connection with a customer
• Can navigate multiple applications and research solutions with ease
• Love helping people and guiding them to the best solution for their issue
• Provide calm conflict resolution and problem resolution for frustrated customers
• Can work in a structured environment for the duration of your allotted schedule taking high-volume calls from customers
• Can satisfactorily complete a 3-6 week training
• Have high speed internet connection

• Act as initial point of contact for inquiries from potential and existing NJ Family Care beneficiaries and community-based organizations related to the NJ Family Care Program
• Provide one-to-one telephone contact with applicants, beneficiaries, and enrollees.
• Accurately document enrollment requests, status changes, complaints, and grievances
• Enter application and enrollment information into a web-based computer system for customers wishing to apply for the program over the telephone.
• Maintain technical and program policy proficiency in the NJ Family Care rules/guidelines and other related program policies
• Provide clear, complete, accurate and objective information based on full understanding of program requirements
• Log calls into call tracking system; note trends in beneficiary questions and concerns, report and recommend measures to improve customer service
• Work with applicants and beneficiaries in difficult situations.
• Handle and data enter complaints in accordance with approved policies and procedures
• Document reports of potential fraud received via telephone within the web-based computer system for follow-up by the CQI unit
• Document grievances received via telephone within the web-based computer system for follow-up by the CQI unit
• Log and enter after hour messages into the web-based computer system
• Conduct outbound calls to assist applicants and existing beneficiaries submit required information in a timely manner
• Research inquiries as needed
• Meet and exceed daily standards for calls answered, records entered, accuracy, customer service, and quality
• Participate in training activities as needed
• Participate in and contributes to the quality improvement process
• Other duties as may be assigned.

• Two (2) minimum experience in a healthcare field is a plus.
• Two (2) years minimum experience in call center environment is preferred.
• Knowledge and operational experience in Medicaid and/or CHIP programs a plus.
• General knowledge of public health, managed care, human services systems and local and statewide political systems preferred.

• Knowledge of Medicaid and managed care programs.
• Basic understanding of a call center environment and quality monitoring processes
• Ability to establish and maintain effective working relationships with applicants, beneficiaries and co-workers.
• Ability to problem solve through analysis and ongoing feedback.
• Achieve results through knowledge, empathy, and commitment.
• Ability to work with people of diverse backgrounds.
• Data entry skills to include accuracy and spelling
• Ability to handle multiple tasks and meet deadlines; flexibility under pressure
• Ability to maintain strict confidentiality
• Ability to maintain self-control under stressful situations
• Capable of working independently
• Excellent verbal, written, and interpersonal skills
• Proficient in use of personal computer, including MS Office Suite.
• Avaya telephone system experience preferred but not required
• Ability to work with people of diverse backgrounds
• Bilingual in Spanish and English is required 
• Must be 18yrs or older.
• Must have a HS Diploma or greater.
• Must have satisfactory background check result