Bilingual Contact Specialist - Remote

Pager delivers a "doctor in your family" healthcare experience by making it simple for consumers to connect with the trusted experts they need to make the right healthcare decisions. Through AI-enabled technology, Pager brings consumers, nurses, doctors and other members of the care team together through secure chat, voice and video chat, all in one place. We partner with healthcare organizations to deliver seamless, tech-enabled services and solutions for a consumer experience that leads to better decisions, outcomes and healthier lives. Started in 2014 and based in New York City, Pager is led by seasoned technology and healthcare entrepreneurs to redefine the way that consumers interact with their healthcare.

This Contact Specialist will support Pager's Wellness division with the mission of actively engaging members into their wellness program, while serving as subject matter experts on customer specific requirements. The Contact Specialist will provide accurate and reliable program information, offer superior customer service, and clarify coaching options and incentives. The Contact Specialist will answer questions, connect with prospective members, and motivate individuals to engage in the program to change or maintain healthy habits and behaviors. The Contact Specialist will also contribute to creating a productive and positive work environment.

RESPONSIBILITIES:

• Conduct outbound phone calls to encourage members to actively participate in their wellness program.
• Facilitate program enrollment by contacting eligible members and connecting health coaches with those interested in learning about wellness program offerings and engaging in health coaching.
• Be on queue to assist with routing of inbound campaign and coaching calls.
• Provide superior delivery of customer service.
• Provide accurate and reliable client specific information individualized for that participant.
• Interact with the member in any modality (telephonic/secure message/email).
• Work with other departments to solve member issues in a timely manner.
• Maintain daily communication with Supervisors and other members of the clinical staff.
• Attend and complete training opportunities, in both virtual classroom and online settings (CEUs available for qualified candidates).
• Consistently and accurately document every member interaction.
• Share any determined effective best practice with the team.
• Utilize customer skills and phone etiquette to address program inquiries and thoroughly explain participation requirements.
• Assign members a primary coach according to member needs and coach availability and specialty.
• The individual filling this role will have access to Protected Health Information (PHI) and Personally Identifiable Information (PII) which requires confidentiality of this information obtained in the course of this position's responsibility.

Qualifications:

• Minimum education level of a High School diploma or GED
• Must be bilingual in both English and Spanish
• At least one to two years of customer service and/or call center experience
• A positive attitude
• Ability to work in a fast-paced, high volume environment
• Outstanding time management and multi-tasking skills
• Commitment to high quality and high production
• Outstanding customer service skills
• Self-driven, dedicated and proactive
• Results and outcomes-oriented
• Outstanding verbal and written communication skills
• Demonstrated quality phone etiquette
• Demonstrated skills in diplomacy and positive relationship building
• PC literacy

Offers for this position are contingent upon the successful completion of a background check. This may include but is not limited to substance testing, education, employment, references, state and federal licensure and certifications, criminal history, Office of the Inspector General (OIG) and General Services Administration (GSA) exclusions checks.

At Pager, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.