Spanish

Ivonne Welch Medicare Plans•Paradise, NV

10d•$19 - $22•Onsite

About The Position

Ivonne Welch Insurance Agency is seeking a highly motivated, bilingual Receptionist – Member Services to join our team. This is an important front-line position serving our mostly Spanish-speaking Medicare-age clients and their families. We are looking for someone who is quick to learn, comfortable in a fast-paced environment, and naturally good at figuring things out. This is much more than a traditional receptionist position. Our receptionist handles a high volume of incoming calls and must be able to quickly understand what each member needs, determine the appropriate next step, and either resolve the issue or route it to the correct person. The ideal candidate is a critical thinker and problem solver who can see the "big picture" of a situation rather than simply follow a script. Some calls may involve multiple questions, several moving parts, or issues that are not immediately obvious. You must be able to listen carefully, ask the right questions, gather information, and determine what needs to happen next. This position is full-time, with benefits available upon reaching designated employment milestones. Compensation is based on experience.

Requirements

Minimum of 2 years of telephonic receptionist, call center, customer service, or similar experience.
Strong spoken and written English and Spanish skills.
Demonstrated ability to prioritize, organize, and multitask in a high-volume environment.
Strong communication and active listening skills.
Basic computer skills and the ability to learn new software quickly.
A professional and pleasant phone presence with the ability to build rapport with clients.
Strong problem-solving and critical-thinking abilities.
Positive, dependable, and professional attitude.

Nice To Haves

Previous experience in Medicare, health insurance, or another insurance-related environment.
Experience working with a CRM or customer management system.
Previous experience with Zoho CRM.
Experience handling complex customer inquiries or working in a high-volume call center.

Responsibilities

Answer a high volume of inbound calls while maintaining a calm, professional, and helpful phone presence.
Quickly identify why a member is calling and determine the appropriate course of action.
Assist members with basic questions and issues, learning our systems, procedures, and processes over time.
Use critical thinking and good judgment to determine when an issue can be handled independently and when it needs to be escalated.
Manage multiple calls, tasks, and priorities without becoming overwhelmed or losing attention to detail.
Ask appropriate questions and gather the information needed to understand the full situation.
Follow established procedures while recognizing when a situation requires additional thought or clarification.
Complete outbound calls and follow-up tasks as assigned.
Accurately document calls, member information, and follow-up activities in our systems.
Work closely with other team members to ensure members receive timely and appropriate assistance.
Take ownership of assigned tasks and follow them through to completion.
Learn new systems, processes, and insurance-related information quickly.