Job Description

This role requires you to live in TX, NC, OH, MS, IN, WI, GA or FL.

In this role you will be responsible for receiving and processing incoming calls in Cantonese and English from patients looking for assistance with customers interesting in signing up for health insurance. Going through the eligibility process to see if they are eligible.

Candidates for this job will need to have an interest in obtaining a Health Insurance license within the first 6 months of employment.

Member Care Job Functions – Connect with Members and potential Members in order to triage calls based on caller needs. As appropriate, offer an in-home visit with a field sales representative reservation to attend an upcoming sales seminar; or transfer to an inside sales representative. Capture demographic and advertising code data in the CRM tool. Direct all sales questions to Licensed Agents while ensuring adherence to corporate and department policies and procedures; potential for staying on calls with Licensed Agents and callers to function as a translator.

Exercise exceptional communication skills in an effort to optimize each contact with an existing or potential Member
Process incoming and outgoing focused phone calls to collect information, investigate issues, or diagnose and troubleshoot problems
Ensure that calls are processed in strict adherence to established policies, procedures, quality standards as well as applicable federal laws and regulations
Research and resolve issues, within the scope of responsibility
Obtain, enter, and verify Member information in designated systems
Document Member notes with clear, concise explanations in a timely, and accurate manner, navigating systems while on the phone and documenting as much of the conversation in real-time as possible
Maintain established quality, calls/interactions per hour, and response time metrics, while supporting overall goals and objectives
Stay informed with training updates and email updates
Follow proper escalation pathways determined by each program and situations
Escalate to Manager, any situation as documented in procedure or is outside of the associate’s control that could adversely impact the Company or Salelytics
Handle Member inquiries and move between varying types of inquiries within the same shift
Manage multiple channels of communication, including inbound and outbound phone, email, chat and paper
Assist in resolving routine program quality issues by identifying issue(s) and researching in a timely manner
Maintain required documentation in an accurate and timely manner using established systems
Maintain strict confidentiality of information provided by Member or data accessed within assigned systems
Maintain an in-depth knowledge of policies and procedures regarding Member calls
Establish and maintain a professional relationship with internal/external customers, team members and department contacts

Related Duties as Assigned

The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required
Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Human Resources representative to request a review of any such accommodations

Minimum Qualifications:

Education

Must be 18 or older and have a High School Diploma or GED

Experience

2 years call center and/or customer service experience preferred
Experience using Internet, Window applications (Word, Excel) and email services (Outlook)

Other

Strong customer service and engagement skills
Excellent verbal communication skills (vocabulary and articulation) in English and Cantonese
Ability to express assurance/confidence and empathy
Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective
Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
Ability to work a flexible schedule; may require holiday and weekends and must be easily adaptable to change
Ability to demonstrate internet-based, multi-screen computer navigation with ease
Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables
Ability to define problems, collect data, establish facts, and draw valid conclusions
Responsible for properly using, maintaining, and returning upon request any company equipment and assets issued by Salelytics

Salelytics is striving for a diverse workforce. We encourage Women, Minorities, LGBTQ Community Members, and Veterans to apply. We are an equal opportunity employer and do not discriminate based on Age, Race, or Sexual Identity/Orientation.

Various Schedules needed (CST):

2PM to 11PM M- F; 2PM to 11PM Wed- Sun; 2PM to 11PM Mon- Fri, 7 to 3:30 Wed- Sun, 7 to 3:30 Mon- Fri, 8 to 4:30 Wed-Sun, 8 to 4:30 Mon- Fri

Job Type: Full-time

Pay: From $19.00 per hour

Shift: