Call Center Representative - Nexus HR Services

Call Center Representative - El Monte, CA 91731

Compensation:  $18 to $22 per hour

Overview: Nexus HR is looking for an experienced call center representative for a reputable IPA (Independent Physician Association) in El Monte, CA.

Client-highlighted qualifications - at least 2 years of call center experience, Spanish bilingual, excellent communication skills, empathy, and a commitment to delivering exceptional customer service.

About the Job

As a call center representative, you will be responsible for handling both inbound and performing outbound calls on behalf of IPA. This role plays a crucial part in ensuring our members' and providers’ offices receive timely assistance, information, and support. 

Duties and Responsibilities:

• Handle inbound calls from members and providers' offices. 

• Make outbound calls as assigned, and document findings. 

• Provide accurate information and assistance to customers while maintaining professionalism and empathy.

• Utilize QuickCap, and IMS software to record customer interactions, update information, and track issues.

• Collaborate with other departments, such as Claims, UM Dept. Clinic Staff, among others, to resolve complex customer issues.

• Meet or exceed performance metrics, including call handling time, first call resolution, and customer satisfaction scores.

• Maintain a positive and solutions-oriented attitude, even in challenging situations.

• Continuously seek opportunities for self-improvement and participate in training programs as required.

Qualifications:

• High School Diploma or equivalent; additional education or certifications are a plus.

• Previous experience in a call center or customer service role, preferably within the healthcare industry.

• Knowledge of medical terminology, insurance processes, and healthcare regulations is preferred.  

• Excellent verbal and written communication skills. 

• Ability to maintain composure and professionalism in stressful situations. 

• Strong interpersonal skills with the ability to build rapport and connect with diverse populations.  

• Ability to research and analyze data. 

• Ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment. 

• Attention to detail and accuracy in data entry. 

• Proficiency in using computers and familiarity with QuickCap, and IMS software is a plus. 

• Bilingual (English / Spanish) highly preferred

• Able to work in El Monte, CA

Benefits:

• Dental

• Vision

• Medical

• 401k 

• Paid Leave

• Others