REMOTE Bilingual Member Services Representative

REMOTE Customer Service Representative (BILINGUAL)ScheduleTraining Schedule: (8-12 weeks) 8am-5pm ESTOnce completed training, shift will then go to 11:30am-8pm EST (support California) - Must be open to work weekends of need beTime off during training not permitted - must have no time off in first 3 months (September, October, November)DescriptionThe Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members customers patients and providers with accurate consistent timely and meaningful information. They will provide support to member's inquiries and issues as they utilize the plan and provider services continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.Qualifications• Must reside in Maryland• Must be bilingual (English + Spanish)• Must have 2+ years' customer service experience• Computer proficient and great customer service skillsMajor Responsibilities And Functions• Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.• Responds professionally to inquiries from internal/external customers. Initiates contact with the appropriate Health Plan medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery. Documents according to procedure.• Follows established procedures to meet customer/member needs.• Required to effectively interact with diverse work units and relevant organizational departments.• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks. Ability to understand relevant policies processes and customers.• Assist the department in meeting customer needs and reaching department expectations.• Completes required training and understand how to use tools available to recall necessary information.• Develop a full awareness of the way performance and actions affect members and Member Service Contact Center's MSCC performance guarantees call handling first call resolution complaint resolution compliance member retention and return contact as warranted.• Promotes ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service.• Consistently supports compliance and the Principles of Responsibility Code of Conduct by maintains the privacy and confidentiality of information and protects the assets of the organization.About TEKsystemsWe're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.