Bilingual Customer Service Representative - Remote Call Center Agent - Conviva Health

Join the Conviva Team: Delivering Exceptional Patient Experiences from the Comfort of Your Home

At Conviva, a wholly-owned subsidiary of Humana, Inc., we're passionate about helping people live their best lives. As a leading healthcare company, we believe that exceptional patient experiences start with compassionate and dedicated team members. That's why we're seeking a Bilingual Customer Service Representative to join our remote call center team. As a key member of our team, you'll have the opportunity to make a positive impact on patients' lives, work in a dynamic and supportive environment, and grow your career with a leading healthcare company.

About Conviva

Conviva is a healthcare company that's changing the way people experience healthcare. We're committed to delivering exceptional patient experiences, supporting our team members' well-being, and promoting lifelong learning and growth. Our company culture is built on a foundation of respect, empathy, and inclusivity, and we're dedicated to making a positive impact on the communities we serve.

Our Mission

At Conviva, our mission is to help people live their best lives. We believe that healthcare is not just about treating illnesses, but about caring for the whole person - body, mind, and spirit. We're committed to delivering exceptional patient experiences, supporting our team members' well-being, and promoting lifelong learning and growth.

Job Summary

We're seeking a compassionate and cheerful Bilingual Customer Service Representative to join our remote call center team. As a Call Center Agent, you'll be the face of Conviva, addressing incoming telephone, digital, or written inquiries from patients and customers. You'll work in a fast-paced, dynamic environment, utilizing your excellent communication skills to resolve patient issues, schedule appointments, and provide top-notch customer service.

Key Responsibilities

• Answer phone calls utilizing a multi-line telephone system, ensuring accurate and timely processing of all requests.
• Take appropriate action, such as scheduling appointments, taking messages, transferring calls to appropriate staff, and documenting discussions, messages, and actions taken to process inquiries.
• Resolve patient issues through independent problem-solving, with a goal of first-call resolution.
• Maintain thorough records, documenting all interactions with patients and customers.
• Foster teamwork and partnerships with cross-functional departments to resolve issues and improve customer experience.
• Utilize Microsoft Office applications, including Microsoft Word, Excel, and Outlook.

Requirements

Essential Qualifications

• Must be bilingual in English (read, write, and speak) and Spanish (speak).
• Reliable cell phone and computer at home.
• Minimum internet speed for optimal performance: 10mb down and 1mb up (no satellite internet allowed).
• Experience in a highly customer service-oriented environment.
• Strong organizational, written, and verbal communication skills.
• Ability to remain calm and helpful, even when dealing with upset customers.

Preferred Qualifications

• Experience in a medical office setting, utilizing a computer-based practice management software system.
• High school diploma or equivalent.
• Ability to handle high call volume and multi-task while providing an exceptional customer experience.
• Experience with E-Clinical Works or other electronic medical records systems, such as Epic, Athena Health, or NextGen.
• Knowledge of and strict adherence to HIPAA guidelines.

What We Offer

Competitive Compensation and Benefits

As a Conviva team member, you'll enjoy a comprehensive benefits package, including:

• Medical, dental, and vision benefits.
• 401(k) plan with company match.