Position Title: Contact Center Associate - Korean & English Speaker
Job Type: Full-Time, Remote
Position Overview:
The Contact Center Associate is a bilingual (Korean & English) representative responsible for providing exceptional customer service to health share members and providers. This role is focused on delivering accurate, high-quality information and resolving inquiries efficiently, primarily via inbound and outbound calls and emails. Working within a dynamic team, this position plays a crucial role in ensuring health share members and providers receive precise information and support based on Membership Guidelines.
Key Responsibilities:
Customer Interaction:
Handle inbound and outbound calls with health share members and providers, ensuring one-call resolution whenever possible.
Resolve general inquiries and issues for members and providers, escalating complex matters as needed.
Maintain professionalism and high-quality service in all interactions, providing prompt follow-ups where necessary.
Issue Resolution:
Accurately document, identify, and escalate trends or operational problems to management.
Use critical thinking skills to troubleshoot and resolve customer issues.
Information Accuracy:
Review, obtain, and manage medical records as necessary to support customer inquiries.
Ensure member eligibility and information are current and provide clear explanations to members and providers.
Team Collaboration:
Collaborate with other departments to ensure seamless support across health share services.
Be receptive to coaching, ongoing learning, and feedback to continuously improve service quality.
Qualifications:
Language: Native Korean proficiency and strong English language skills.
Education: High School Diploma or GED required; Associate's Degree or higher preferred.
Experience:
1-2 years of customer service experience required, preferably in a call center or healthcare setting.
Experience reviewing and verifying medical records is a plus.
Technical Skills:
Proficiency in Microsoft Office Suite (Outlook, Excel).
Familiarity with call center phone systems, Salesforce (preferred), and understanding of HIPAA compliance.
Soft Skills:
Excellent verbal and written communication skills.
Strong critical thinking, problem-solving abilities, and high attention to detail.
Self-motivated, goal-oriented, and capable of working independently and in a collaborative team environment.
Physical Requirements:
Regularly required to talk, hear, and sit for extended periods.
Occasionally required to lift and/or move up to 10 pounds.
Vision abilities needed include close, distance, color vision, depth perception, and focus adjustments.