Qualifications
High school diploma or equivalent, bachelor’s degree preferred.
With or without experience as long as fluent in both Cantonese and English
currently residing in the Philippines
At least 2 years of customer service experience, preferably in healthcare management and/or a call center setting is an advantage
Exceptional customer service skills, including verbal and written communication
Strong active listening skills
Ability to collaborate and be a team player
Must be a quick learner
Ability to remain calm and courteous when handling upset members and offering solutions to their problems and knowing when to escalate the call
Familiarity with Centers for Medicare and Medicaid Services (CMS) regulations, preferred
Proficiency with Microsoft Office (Word, Excel, Outlook)
Responsibilities:
Educates members, family, providers and caregivers regarding benefits and plan options.
Accurately explains benefits and plan options in person, via email, fax, 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.
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.
Participates in member-calling projects as assigned by management to support the overall company goal of membership retention.