Member Services Representative - Bilingual
Overview
Bilingual Member Services Representative at Amida Care responsible for providing customer service assistance in English and Spanish. This role involves managing member outreach and support through inbound/outbound call centers while supporting recruitment and retention processes.
What You'll Do11
- 1Receive inbound calls for HSNP lead line English and Spanish queues
- 2Identify and resolve member inquiries by clarifying research and exploring solutions
- 3Remind members about pending Care Alerts and seasonal promotions
- 4Triage member concerns and coordinate follow-ups with pharmacy health services and care coordination teams
- 5Utilize translation line for non-English speakers and navigate databases like ESI CRM ePACES and Care Compass
- 6Contact delegated entities for vision dental and behavioral health questions
- 7Follow call scripts in Spanish and English documenting interactions in CRM
- 8Meet quality assurance requirements and call center KPIs
- 9Create leads and assist prospective members with Medicaid transfers
- 10Identify eligibility discrepancies via ePACES and coordinate with IT for system updates
- 11Make outbound calls for HSNP projects and conduct after-hour follow-ups
Requirements9
- 15+ years experience in customer service
- 2Fluent English and Spanish language skills
- 3Concrete experience with Medicaid Medicare programs
- 4Proficiency in Microsoft Office and Adobe Creative Suite
- 5Strong communication and problem-solving abilities
- 6Ability to prioritize tasks in fast-paced environments
- 7Understanding of healthcare member retention practices
- 8Experience with call center systems and CRM platforms
- 9Knowledge of HIPAA compliance protocols
Salary Insight
$42 - $50k per year
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