- Actively listen to customers to understand their concerns & build a rapport that will make them feel heard and cared for
- Provide essential information to members regarding access to care issues, benefits, proof of coverage, member handbook, etc.
- Guide callers through troubleshooting, navigating self-service options use company site and/or using products or services.
- Utilize client specific knowledge systems to research & review multiple documents to better serve the customer while keeping the customer engaged
- Follow instructions provided through documented processes and procedures to ensure all compliance is met for government audits
- Empathize and resolve concerns to simplify the customer’s healthcare experience
- Navigate through multiple computer applications with speed & accuracy
- Adapt to learn new call types when business needs change & flex support in those areas
- High-Speed Internet With At Least 25 Mbps Download Speed & 15 Mbps Upload Speed (No Satellite, Wifi, or Cellular/Wireless Carrier Internet Services)
- Must have a hard-wired internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment to use)
- Dedicated, Quiet, & Secured Workspace with No Distractions
- A USB Wired Headset with Noise Canceling Microphone
- 18+ Years & High School diploma or its equivalent
- Minimum of 1 year of previous experience as a health plan call center agent (member service, provider service, pharmacy plan member service)
- Medicare and/or Medicaid experience would be a plus
- Exceptional Customer Service, active listening, and verbal and written communication skills
- High computer proficiency and navigation of multiple applications
- Willing to work any shift between 10:00am-1:00am 7 days a week Eastern standard time + holidays & weekends (on holidays, extend hours 24/7 to small staff)
- Professional Positive Attitude & Courteous Telephone Etiquette
- Customer focused personality and a desire to help people
- $15 per hour + Overtime during peak needs
- Bi-lingual Spanish $16 per hour
- Access up to 50% of your pay immediately after your shift
- Health Insurance (Medical, Dental, Vision) & Other Benefits
- Pet Insurance
- Paid, Virtual Training
- Remote work environment
- Opportunity for Professional Development
About Continuum Global Solutions, LLC
Continuum Global Solutions’ customer care services and call centers have been embraced by top companies worldwide. The company's Fortune-500 clients rely on its vast expertise in customer care management. Continuum Global Solutions leverages world class voice, chat, email, and social technologies. Continuum has more than 16,000 employees in major international markets and serves tier-1 clients across multiple industry verticals.