Member Svc. Rep - Russian or Mandarin Speaking Preferred!

CareSource Management Services • New York City, NY

13d

About The Position

The Member Services Representative receives and handles incoming calls on general 1-800 numbers, providing first-call resolution for members and other callers. The representative directs calls when needed or takes detailed messages if unable to complete a request, provides excellent customer service, and shares requested information. Fluency in multiple languages is required based on business needs; Russian or Mandarin is preferred.

The role assists members with finding providers, setting up appointments, understanding plan eligibility and benefits, and coordinating services with DME vendors, pharmacies, doctors, and other providers. It documents incoming calls in CaseTrakker, records care management notes, works with the care management team to support member needs, and completes grievance and incident reports. The position is in a general office environment; travel is not typically required.

Requirements

• High school diploma or GED.
• Fluency in multiple languages, including speaking, reading, and writing, as determined by business needs.
• Experience working in a fast-paced environment.
• Exceptional customer service skills, excellent communication skills, attention to detail, and a good work ethic.
• Computer proficiency.

Nice To Haves

• Russian or Mandarin language skills are preferred.
• Associate or bachelor’s degree preferred.
• One year of previous call center experience preferred.
• Previous experience working in a healthcare setting preferred.

Responsibilities

• Answer and handle incoming calls, using warm transfers only as needed.
• Assist members with finding providers and setting up appointments.
• Demonstrate knowledge of eligibility and benefits for all plans.
• Provide callers with information about the organization’s plans.
• Document notes for all incoming calls in CaseTrakker.
• Document care management notes captured during member calls and work closely with the care management team to support member needs.
• Complete grievance and incident reports.
• Assist members with contacting DME vendors, pharmacies, doctors, and other providers to coordinate services.
• Perform other job-related duties as requested.

Benefits

• A bonus may be available based on company and individual performance.
• A substantial and comprehensive total rewards package supporting employee well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED