Call Center Representative
Call Center Representative - El Monte, CA 91731
Compensation: $18 to $22 per hour
Overview: Nexus HR is looking for an experienced call center representative for a reputable IPA (Independent Physician Association) in El Monte, CA.
Client-highlighted qualifications - at least 2 years of call center experience, Spanish bilingual, excellent communication skills, empathy, and a commitment to delivering exceptional customer service.
About the Job
As a call center representative, you will be responsible for handling both inbound and performing outbound calls on behalf of IPA. This role plays a crucial part in ensuring our members' and providers’ offices receive timely assistance, information, and support.
Duties and Responsibilities:
Handle inbound calls from members and providers' offices.
Make outbound calls as assigned, and document findings.
Provide accurate information and assistance to customers while maintaining professionalism and empathy.
Utilize QuickCap, and IMS software to record customer interactions, update information, and track issues.
Collaborate with other departments, such as Claims, UM Dept. Clinic Staff, among others, to resolve complex customer issues.
Meet or exceed performance metrics, including call handling time, first call resolution, and customer satisfaction scores.
Maintain a positive and solutions-oriented attitude, even in challenging situations.
Continuously seek opportunities for self-improvement and participate in training programs as required.
Qualifications:
High School Diploma or equivalent; additional education or certifications are a plus.
Previous experience in a call center or customer service role, preferably within the healthcare industry.
Knowledge of medical terminology, insurance processes, and healthcare regulations is preferred.
Excellent verbal and written communication skills.
Ability to maintain composure and professionalism in stressful situations.
Strong interpersonal skills with the ability to build rapport and connect with diverse populations.
Ability to research and analyze data.
Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
Attention to detail and accuracy in data entry.
Proficiency in using computers and familiarity with QuickCap, and IMS software is a plus.
Bilingual (English / Spanish) highly preferred
Able to work in El Monte, CA
Benefits:
Dental
Vision
Medical
401k
Paid Leave
Others