Bilingual (Spanish) Customer Service Agent - Full-time / Part-time

• Optum
  OptumHealth – DS- BPO, a subsidiary of UnitedHealth Group. It is the premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market.
  
  Medicaid Assistance Center Representative – NLHA III
  Job Responsibilities:
  • Inbound service calls from prospective and current members who qualify for Medicaid with questions related to, but not limited to, the Medicaid enrollment process, eligibility status/issues, benefit levels, requests for member materials, prescription coverage, and prescription benefits
  • Provide objective information pertaining to coverage and how to obtain Medicaid coverage.
  • Ensures proactive customer service with the highest degree of courtesy and telephone etiquette
  • Performs other duties and tasks as assigned

Minimum Requirements

Job Requirements:
• Bilingual (Spanish/English) speaking agents preferred, but not required.
• 2 years of quality customer service experience
• Exceptional written skills
• Excellent verbal communication skills (vocabulary and articulation)
• Ability to express assurance/confidence and empathy.
• Ability to not only understand complex Medicaid programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
• Strong moral character with an inherent desire to help others, especially those consumers that are expected to qualify for Medicaid.
• Ability to refine complex instructions, procedures and thoughts into simple, memorable terms that customers can grasp and act upon
• The reality for an individual on Medicaid is uncertainty and confusion. A successful agent will work with compassion as their default mentality and first tool to create a safe and non-judgmental environment where the customer is free to ask question and speak without fear of shame
• A successful agent will use unconditional positive regard in each interaction. Have the skill to find and express the meaning inherent in our mission and purpose of the business and make it relevant and accessible to those people that are in need
• Effective time management including the ability to quickly navigate through systems.
• Ability to maintain call quality call scores that either meets or exceeds established client/team goals.
• Ability to adhere to established company Policies/Procedures/Guidelines as set forth in the Employee Handbook.
• Agent must be able to adapt to an established culture/work environment that is consistent with Optum and Client expectations.
• Agent must be able to comply with all applicable state and regulatory guidelines.
• Experience using Internet, Windows applications (Word, Excel) and e-Mail Services (Outlook)
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
• Ability to remain focused and productive each day though tasks may be repetitive
• Understanding of insurance terminology a plus.
________________________________________
Desired Trait Requirements:
In order to perform well in this position, employee/candidate must have the following personal traits.
1. Empathy
2. Sales/Customer Service business skills
3. Active listening Skills
4. Ability to work in diverse culture
5. Professional demeanor
6. Ability to follow/hold scripted conversations when appropriate
7. Ability to use proper grammar
8. Ability to overcome objections
9. High level of enthusiasm and confidence
10. Positive attitude with strong tendencies towards a team based environment
11. Ability to clearly read, write, and speak each language indicated
________________________________________