Customer Care Coordinator II

Trividia Health, Inc.

103d

About The Position

The position involves retrieving calls in queue, answering inquiries, training calls, troubleshooting Priority 2 & 3 complaints, and transferring Priority 1 complaint calls to Customer Care Representatives. The role also includes performing callbacks and any administrative duties as needed by the department.

Requirements

• Associate's degree (A. A.) or equivalent from two-year College or technical school preferred
• 3-5 years related experience and/or training (prior healthcare related call center experience, or medical practice assisting diabetic patients)
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
• Ability to write routine reports and correspondence
• Ability to speak effectively before groups of customers or employees of organization
• Bilingual in Spanish (preferred): Proficiency in Spanish is highly desirable for effective communication with our diverse client base and internal teams
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Ability to compute rate, ratio, and percent and to draw and interpret bar graphs
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions
• Ability to deal with problems involving a few concrete variables in standardized situations

Responsibilities

• General inquiry assistance to callers
• Place and send out general product supplies to callers
• Troubleshoot training calls
• Troubleshoot Priority 2 & 3 complaint calls
• Retrieve and/or transfer calls in queue to the Customer Care group
• Perform call backs
• Have a good understanding of possible MDR’s/AE’s
• Perform other general administrative tasks as needed for customer care

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree
• Number of Employees: 501-1,000 employees