Medicare Advantage - Senior Contact Center Agent (6 months -Limited Appointment)

General Information

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Work Location: Los Angeles, USA Onsite or Remote Flexible Hybrid Work Schedule Monday-Friday, 8:00am-8:00pm, including weekend and holidays as needed. Posted Date 11/14/2024 Salary Range: $29.53 - 46.37 Hourly Employment Type 4 - Staff: Limited Duration 6 Months Job # 20604

Primary Duties and Responsibilities

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As the Medicare Advantage Senior Contact Center Representative, you will be addressing and resolving complex member inquiries, providing detailed information on intricate health plan benefits, and ensuring a seamless navigation of healthcare processes. You will:

• Utilize state-of-the-art telecommunications and computer information systems to assist members
• Adhere to the CICARE principle to maintain the highest standards of care and service
• Resolve member inquiries with a focus on clear and empathetic communication
• Manage escalated calls from Contact Center Agents related procedural inquiries
• Assist members, fostering positive relationships and contributing to an outstanding customer experience
• Enhance member satisfaction through dedicated service

Note: This position is a limited appointment for 6 months and may convert to career. 

Salary Range: $29.53 - $46.37/hourly

Job Qualifications

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We are seeking a detailed-oriented, customer-centric individual with:

• High School diploma, GED or equivalent, required
• A college degree, preferred
• Two or more years of Customer Service experience, required 
• Two or more years working contact center environment or experience with Medicare Advantage health plan, highly desired
• Working knowledge of Medicare Advantage program rules and regulations, preferred
• Exceptional customer service and communication skills
• Strong attention to detail and organization skills
• Proficiency with CRM and telephony software, preferred
• Ability to maintain confidentiality of patient and business records
• Familiarity with healthcare systems, medical terminology, and understanding of health insurance concepts
• Understanding of healthcare regulations, including privacy laws (e.g. HIPAA) and other compliance requirement