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.
