Multilingual Customer Service Representative

CLIENT OVERVIEW:

A US Fortune 1,000 company and a major process services provider to Government Health and Human services agencies, seeks an accomplished Bilingual Customer Service Representative for a fully remote role.

JOB OVERVIEW:

*** JOB TITLE: Multilingual Customer Service Rep

*** JOB LOCATION: Remote / Work from Home

*** DURATION: Temp-to-Hire

*** PAY RATE: $20/hr on W2

*** SHIFT: Monday to Friday, 8 am to 6 pm PST

*** Only need Languages Mien, Korean, and Cantonese speakers.

• Must be local to Rancho Cordova or surrounding cities - will retrieve equipment at Maximus office site. They will need to return to the site when the site reopens.
• All equipment is provided. This project qualifies eligible families for health care plans and explains the difference between different health care plans.
• These are typically inbound calls but you may have to follow up and make outbound calls. All that is needed is high-speed internet and a quiet workspace. No Part-time schedules can be accommodated.

JOB RESPONSIBILITIES:

• Responds to inbound 800-line calls, completes outbound support calls, responds to questions, and in specific instances, refers callers to the appropriate supervisor, county or state agency representatives for service, and/or when problems or concerns occur.
• Assists beneficiaries by completing enrollment transaction request transactions, as applicable.
• Maintains updated knowledge of the HCO program, including its policies and procedures as referenced in the employee manual and other policies adopted by corporate, the project, and/or client and as referenced in desk procedures for the position.
• Maintains knowledge of the project's contract compliance provisions and meets those applicable to this job position.
• Follows policies and procedures applicable to the position.
• Maintains updated knowledge of managed care plans that are available to beneficiaries in their service area.
• Assists beneficiaries in enrolling/disenrolling in managed care plans.
• Assists beneficiaries with medical exemptions and waiver inquiries.
• Provides beneficiaries with the status of enrollment/disenrollment, medical exemptions, and waivers.
• Meets Production and Quality Assurance goals as defined for this position.
• Meets all standards established for this position as outlined in the attached performance criteria.
• Provides backup to the forms processing and research functions in Central Operations at minimum quality standards as specified for a Forms Processor and a Research Analyst level.
• Performs other duties as may be assigned by management.

JOB QUALIFICATIONS:

• High School diploma, GED, or equivalent certification
• One years of experience in the field or related area; computer literacy with the ability to quickly learn new software programs; demonstrated ability to follow procedures and meet quality and production standards set for the position or equivalent; excellent organizational, interpersonal, written, and verbal communication skills; ability to perform comfortably in a fast-paced, deadline-oriented work environment; ability to successfully execute many complex tasks simultaneously; ability to work as a team member, as well as independently; and computer literacy with the ability to quickly learn new software programs.
• Preferred qualifications include experience in a health or human services field dealing with the public in a call center environment; and bilingual fluency in English and one of these commonly spoken languages: Armenian, Cambodian, Cantonese, Japanese, Korean, Mandarin, Russian, Tagalog, Thai, Laotian, and Vietnamese.