Customer Service Representative - Bilingual Spanish (Remote in New York, NY)

General information

Job Posting Title Customer Service Representative - Bilingual Spanish (Remote in New York, NY) Date Friday, July 5, 2024 City New York State NY Country United States Working time Full-time

Description & Requirements

The Statewide Call Center Customer Service Representative is responsible for answering all callers' general inquires related to Medicaid, Child Health Plus and the Marketplace.

Please note this job posting is for the upcoming class in New York, NY. This position requires 6 weeks of onsite training after successful completion of training, there is the opportunity to work remotely.

Essential Duties and Responsibilities :

• Answer incoming calls from consumers in accordance with all performance standards, policy and procedures, and protocols.
• Transfer / refer consumers to appropriate entities according to the established guidelines.
• Respond to all inquiries consistent with confidentiality and privacy policies and refers caller to alternate sources when appropriate.
• Track and document all inquiries using the applicable systems.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Process referrals and other transactions from the client for completeness and accuracy.
• Verify client identification by following standard operation procedures.
• Distribute cards, protective sleeves and card carriers.
• Raise issues of concern and / or problems to Supervisor.
• Meet all standards established for this position as outlined in the performance criteria.
• Perform other duties as may be assigned by Supervisor.
• Answer incoming calls from consumers including the general public, prospective enrollees and

people assisting enrollees or acting on their behalf in accordance with all performance standards,

policy and procedures, and protocols.

• Meet Quality Assurance (QA) and other key performance metrics.
• Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to

alternate sources when appropriate.

• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and trainings as requested and maintains up-to-date knowledge of all programs

and systems.

• Responsible for adhering to established safety standards.
• Must be able to remain in a stationary position for an extended period of time.
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds.
• Work is constantly performed in an office environment.
• Performs other duties as assigned by management.

Minimum Requirements

• High school diploma or GED required and 0-6 months of relevant professional experience required, or equivalent combination of education and experience.
• Must be fluent in English and specified secondary language.
• Strong data entry and telephone skills.
• Excellent organizational, interpersonal, and communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to work as a team member, as well as independently.
• This position requires bilingual proficiency in languages as specified.
• Strong data entry and telephone skills.
• Previous experience with computers, phone systems, and headsets preferred.
• Excellent organizational, interpersonal, written, and verbal communication skills.
• Ability to perform comfortably in a fast-paced work environment.
• Ability to successfully execute many complex tasks simultaneously.
• Ability to work as a team member, as well as independently.
• Previous experience in customer service preferred.
• Must be able to speak, read, and translate Spanish and English fluently.
30+ days ago