Call Center Customer Service Inbound I/Outbound I

Call Center Customer Service Inbound I/Outbound I (7 Months)

Required Skills and Description

• Must have 12+ months experience in a call center – required

• Must have worked in Call Center environment and be able to discuss KPIs, quality metrics, and volume of calls for previous positions.

• Please make sure call volume is on resume. If not, please have Volume of calls in Supplier comments. – required

• Must have Word/Excel scores at the top of the resume with Preferred score of 80+ and a Required score of 75+ – required

• Must be proficient with email – required

• Places outbound calls (regarding account status, complaints, etc.) and handles incoming calls (inquiries, complaints, etc.) and directs calls for further problem resolution, if necessary.

• Must be able to track call results and trend/tally on a daily basis for submission to the manager.

• What are the days/hours of the position? Position is FT, M-F, 9am-5:30pm

What are Experience Requirements?

• Previous experience in a Call Center is required. (12+ months)

• Experience in a healthcare related Call Center – preferred

• Knowledge of Medi-Cal – preferred

• Must have good communication skills, written and verbal – required

• Bilingual Spanish preferred, English/Spanish– preferred

What is the work environment?

• Work environment is business casual. Office location is in Burbank. Temp would be required to be in the office M-F.

What is the purpose of the position and the major outcomes that are desired with successful fulfillment of the job?

• Temps will be screening prospective Medi-Cal members to determine if they meet criteria for enrollment with Kaiser.

In order to make a decision, prior KP membership and family relationship will be evaluated.

What are the top 5 daily responsibilities?

• Making outbound calls to Medi-Cal members, Tracking progress made on a daily basis, Documenting questions that cannot be answered so department staff can return the call, Relaying issues to management

What are the top 3 personality characteristics needed to succeed in this position?

• Well spoken, endearing, helpful

How many people are on the team/this resource will be a part of? About 16 +

What is the Manager reporting structure for this position?

• Contractor will be overseen on a daily basis by one our Project Managers and our Administrative Assistant

Places outbound calls (regarding account status, complaints, etc.) and handles incoming calls (inquiries, complaints, etc.) and directs calls for further problem resolution, if necessary.