Bilingual Medicare Call Center - Full-time / Part-time

The representative will act as main point of contact for prospects (non-members) that call the Health Plan for the Medicare line of business. Will provide Health Plan benefits, responsibilities, policies and procedures in accordance with AHCCCS, CMS and Abrazo Health Care regulations. Initiate outbound calls using approved scripts.

Accurately and efficiently answers incoming phones calls that include but are not limited to pharmacy, benefits, eligibility and claims related questions or concerns for the Medicare line of business (to include dual benefit members for both AHCCCS and Medicare). Maintains working knowledge in all lines of business while adhering to Health Plan policies and procedures. Maintains a 95% availability in the queue and maintaining productivity standards as set by management.

Accurately and efficiently processes assigned outbound calls to members that include but are not limited to new member welcome calls, surveys, and member notifications.

Actively demonstrates excellent customer service to both external and internal customers, and have two or less customer complaints per year; 95% with use of proper call scripts. No more than two customer complaints and have less than five incomplete call observations per year.

100% timely and accurate processing of requests that may include but not limited to scheduling appointments, mailings and other customer requests in accordance with plan policies and guidelines.

During off-line time, participate in cross training and provide back-up support for other Medicare operations functions, including but not limited to, return mail processing, inputting applications & auditing applications.

Reads and responds to department communications, actively participates in staff meetings and department activities that include process improvements or team building.

About Aerotek:

Aerotek, headquartered in Hanover, Md., is a leading provider of technical, professional and industrial staffing services. Established in 1983, Aerotek is an operating company of Allegis Group, the largest provider of staffing services in the U.S. Aerotek operates a network of more than 200 non-franchised offices throughout the U.S., Canada and Europe. For more information, visit .

Aerotek is acting as an Employment Agency in relation to this vacancy.