Bilingual Members & Providers Call Center Agent- Roseville, CA- Hybrid

Gainwell Technologies LLC•Roseville, CA

9d•Hybrid

About The Position

Call Center Member Agents are responsible for responding to basic to moderately complex member telephone calls involving eligibility and benefit information. Your role in our mission involves answering telephone calls using an automated system and responding to basic to moderately complex member questions and/or forwarding calls to appropriate personnel. You will research member calls/inquiries and respond to appropriate parties in accordance with service level agreements (SLAs). Additionally, you will document calls in a customer relationship management (CRM) ticketing solution, resolve member requests/inquiries, and update CRM history with results of inquiry to include proper documentation. You will also interface with team personnel, management, and customers in reference to customer service issues, and conduct outbound calls to members in response to customer direction or other business needs.

Requirements

High school diploma or G.E.D.
6 months minimum, prefer on more years of customer service or other telephone experience.
Bilingual (Spanish/English) required
Experience working with organizational functions and personnel.
Experience working with computer software and telephone technology and skilled in the use of help desk software.
Harver Assessment Requirement: As part of our interview process, all candidates must complete the Harver Assessment. This assessment helps us evaluate key competencies relevant to the role, including communication skills, multitasking abilities, and problem-solving capabilities.

Nice To Haves

Dental experience preferred
Business and analytical critical thinking skills.
Communication skills both written and oral.
Ability to work independently.
Ability to follow oral and written directions.
Ability to navigate Microsoft Word, Microsoft Teams, Microsoft Outlook, and internet browsers.

Responsibilities

Answers telephone calls using an automated system and responds to basic to moderately complex member questions and/or forwards calls to appropriate personnel.
Research member calls/inquiries and responds to appropriate parties in accordance with service level agreements (SLAs).
Documents call in a customer relationship management (CRM) ticketing solution, resolves member requests/inquiries and updates CRM history with results of inquiry to include proper documentation.
Interfaces with team personnel, management, and customers in reference to customer service issues.
Conducts outbound calls to members in response to customer direction or other business needs.