Remote - Bilingual Contact Center Representative - Iha Scheduling Team

**Title:** _Contact Center Representative – IHA (_In-Home Health Assessment) _Scheduling Team_ **Availability:** Immediate **Hourly Rate:** $15-17/hour + PTO & Health Benefits **Location**: Remote, US * Applicants must be eligible to work and perform their job responsibilities within the United States. * A key prerequisite for this role is that the candidate must have a Windows 11 Pro laptop or desktop with video-calling capabilities, along with a high-speed and stable internet connection. **Bilingual proficiency in English and Spanish is mandatory for this role, as the representative will interact with diverse customer populations across both languages.** To help you learn more about the position, including its responsibilities and compensation rate, we have prepared a brief video presentation. You can access the video using the following link: [**IHA, Contact Center Representative**](https://www.loom.com/share/ebf48eb05c6d454781e9b24ebfbdf31e?sid=916bb2a1-d374-4dad-bf3f-2c1a761b7e95) **About [Advantmed](https://himalayas.app/companies/advantmed):** [**www.advantmed.com**](http://www.advantmed.com/) **Founded in 2005 and based in Orange County, California, [Advantmed](https://himalayas.app/companies/advantmed), LLC** is a healthcare information management company that helps health plans, managed care organizations, and life insurance companies optimize revenue and improve quality outcomes. [Advantmed](https://himalayas.app/companies/advantmed) partners with managed care organizations to deliver the optimal combination of capabilities unique to each organization needed to achieve the objectives, including risk analytics, NCQA-certified HEDIS ® software, medical record retrieval, medical record abstraction, risk adjustment coding, and provider education. ### Job Description ### Executive Summary * The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment * Experience working in an outbound sales process is a plus * Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction * Good time manager. Ability to multitask and work in a challenging environment * Ready to learn and grow. Go-getter mindset. ### Summary * Will be responsible for handling inbound and outbound calls to schedule health assessment visits (Member Engagement) ### Key Responsibilities: * Answering or making calls to members to book appointments for their no-cost In-home Health Assessments * Learn about and address customer needs, complaints, or other service issues. * Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued. * Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed. * Building lasting relationships with customers and other call center team members based on trust and reliability. * Utilizing software, databases, scripts, and tools appropriately. * Understanding and striving to meet or exceed call center metrics while providing excellent, consistent customer service * Making sales or recommendations for products or services that suit client needs better. * Taking part in training and other learning opportunities to expand knowledge of the company and position. * To be available on meetings on camera as and when needed * Adhering to all company policies and procedures. * Additional ad-hoc tasks as assigned by the Call Center Supervisor ### Requirements **Skills** * **Outgoing personality and sales approach** * **Solid work history, citing any recognition and promotion** * **Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone** * **Customer service or other directly related experience is a plus** * **Ability to collaborate and be a team player** * **Various software and data entry proficiency, including MS Office** * **Ability to type 40Wpm, 60Wpm is preferred** * **Strong communication and time management skills** * **Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills** * **Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues** * **Honesty and integrity** * ****Bilingual proficiency in English and Spanish is mandatory for this role, as the representative will interact with diverse customer populations across both languages.**** ### **Competency** * **Excellent attendance and work record** * **Ability to professionally articulate customer call scripts** * **Exceptional customer service and active listening skills** * **Ability to empathize and manage personal emotions** * **Ability to function as an effective team member** * **Ability to internalize and follow protocols/guidelines** * **Demonstrate excellent oral and written communication skills; correct spelling is a must** * **Strong time management skills and decision-making skills** * **Strong computer skills required** * **Must have a working knowledge of MS Office applications: Word, Excel, and Outlook** * **Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.** Originally posted on [Himalayas](https://himalayas.app)