**Experienced Bilingual Customer Service Representative - Remote Call Center Agent for Healthcare Services**

About Conviva and Our Mission

At Conviva, a wholly-owned subsidiary of Humana, Inc., we're dedicated to helping people lead their best lives. We believe that healthcare is not just about physical health, but also about caring for family, friends, finances, and personal life goals. Our mission is to support our team members and the communities we serve to be happier, healthier, and more productive in their professional and personal lives.

Job Summary

We're seeking a compassionate and cheerful Bilingual Customer Service Representative to join our remote call center team. As a key member of our customer service team, you will be responsible for addressing incoming telephone, digital, or written inquiries from patients and customers. If you're a team player with excellent communication skills and a passion for delivering exceptional customer service, we want to hear from you!

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 resolving issues on the first call.
• Foster teamwork and partnerships with cross-functional departments to resolve issues and improve customer experience.
• Utilize computer-based software systems, including Microsoft Office applications, to manage and document customer interactions.

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 when dealing with upset customers.
• Proficient with Microsoft Office applications, including Microsoft Word, Excel, and Outlook.

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.
• Experience with Avaya telephony platform.
• Knowledge of and strict adherence to HIPAA guidelines.

What We Offer

As a member of the Conviva team, you'll enjoy a range of benefits, including:

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