Bilingual Member Advocate - Tampa, FL

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Tampa, FL

Job status
Full time
Job description
As a Bilingual Member Advocate, your role will be to serve our Medicare members via phone, helping them with anything from changing physicians to ordering durable medical equipment. Other varied activities include moderately complex administrative, operational and customer support assignments.

Training will be work-at-home!

• Provide friendly, comprehensive service regarding a diversity of issues from ordering durable medical equipment to grievances and appeals.
• Records details of inquiries, comments or complaints, transactions or interactions and takes action in accordance to it.
• Escalates unresolved and pending customer service grievances.
• Performs other relevant duties deemed necessary to achieve department and company-wide goals.
• Follow standard policies/practices that allow for some opportunity for interpretation, deviation and/or independent discretion.

Benefits and Perks of This Opportunity:
• Competitive compensation with base salary and bonus eligibility
• Robust benefits package as a full-time employee including health, dental, vision, tuition assistance, 401(k) and more. Effective first day – no waiting period!
• A chance to develop well-rounded and competitive skills
• Professional development opportunities including career advancement, mobility, virtual learning platforms and networking opportunities

Projected Start Date / Training Date: Monday, 04/27/2020

Training Model:
• Extensive training – minimum of 10 weeks
• Training will be work-at-home (WAH) but is subject to change based on business need, requiring specific accommodations and equipment to work from home:
• The ability to provide a high speed DSL or cable modem for a home office (Satellite and Wireless Internet service is NOT allowed for this role). A minimum standard speed for optimal performance of 10x1 (10mbs download x 1mbs upload) is required
• A dedicated space lacking ongoing interruptions to protect member PHI / HIPAA information
• The flexibility to train during any shift between 8am to 8pm EST Monday through Friday (hours dependent on business need)

Work Environment:
• This is a customer-centric call center focused on high quality outcomes versus activities. We value quality over quantity.
• The ability and willingness to work any 8-hour shift between the hours of 8 a.m. to 8 p.m EST Monday through Friday with the flexibility to work weekends, holidays and/or mandatory overtime based on business needs

Required Qualifications
• High School Diploma or equivalent
• Bilingual in English and Spanish -- ability to read, write and speak both languages without limitation or assistance
• 2+ years of customer service experience
• Excellent verbal and written communication skills
• Strong computer skills utilizing multiple computer applications simultaneously
• Ability to maintain a professional demeanor, practicing strict confidentiality for all sensitive information
• Strong initiative with the ability to adapt to change quickly and be empathetic
• Must be passionate about contributing to an organization focused on continuously improving consumer experiences

Preferred Qualifications
• Associates or Bachelor's Degree
• Experience and/or background with case management processes
• Call center experience
• Healthcare experience

Work hours