DiversityWorking


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  • Date Posted: Mar 14, 2018

Bilingual Member Service Representative
Monterey Park, CA

is role is responsible for delivering high quality customer service to Plan members, providers, and plan personnel in an efficient, effective, and timely manner.

Will also be responsible for dissemination of information regarding the plan, benefit coverage, and other necessary information. In addition to handling and following up on member complaints, grievances, transportation requests, member or provider requests, eligibility confirmation, and other duties as required.

Responsibility:

Receives phone inquiries via an, Automatic Call Distribution & Management Information System (ACD). Utilizing the company’s CSC Healthcare data system provides accurate information as requested, providing “high quality customer service” in a customary business and professional manner at all times.
Responsible for implementing and executing all processes, requests or policies as requested by management in a courteous and efficient manner; including offering a proactive approach to suggestions and recommendations and working or cooperating with all office associates or superior’s effectively.
Required to be fully bilingual, must be able to effectively translate proficiently all inquiries including technical and medical terminology.
Responsible for responding to inquiries regarding Plan benefits and coverage explanations or issues; including requesting that Plan material, correspondence or special items be mailed to members as requested.
Responsible for complete and accurate documentation, coding and follow- up, of all member issues, complaints/grievances in a timely and efficient manner within 24 hours of receipt.
Responsible for accurate, complete and correct documentation into the CSC/CSIM data system regarding all issues and/or inquiries.
Responsible to answer 80% of all incoming calls within 30 seconds in order to meet the Department’s Service Level requirements.
Responsible for thorough follow-up and completion of all member, and provider inquiries or requests; not excluding member maintenance, eligibility confirmation, or special assignments or projects as requested.
Responsible in providing a pleasant and professional customer service experience to all external and internal customers.
Responsible to maintain a positive working environment and appropriate behavior (actions/verbal); maintain a professional image, develop healthy working relationships by treating others with respect and dignity at all times.
Job Type: Full-time

Experience:

Cantonese Communication: 1 year (Preferred)
Customer Service: 2 years (Required)
Vietnamese Communication: 1 year (Preferred)
Korean Communication: 1 year (Preferred)
Mandarin Communication: 1 year (Preferred)
Education:

High school or equivalent (Required)
Job Location:

Monterey Park, CA (Preferred)


Contact Information

Company: Confidential
Email: steven.garcia@diversityworking.com






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