Job title: Customer Service Associate Representative Duration: 2+ Months Shift: Monday - Friday, Must be able to work any shift between 8am-8pm EST Training: Not fixed, might be around for 2-3 weeks Location: 100% Remote
Note - Need a hard-wired internet set up with at least 5 mbps of upload speed and 10 mbps download speed. They must have hard-wired internet set up. They will not be able to perform this role without it. They will be provided a 6’ cable with their equipment—if they need a longer one, they are required to buy their own.
Role Summary Representative will work directly with the members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventative screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertaining to them. Daily duties include:
conducting research on each case, reaching out to the physician's office, making out bound calls to our members, and fielding incoming calls from members
track and communicate system errors in an expediential and thorough manner
Self-report metrics successfully and regularly
Take requests for care management from patients, physician offices or imaging centers
Research issues regarding the certification process and forward to the appropriate parties.
Delivers basic technical, administrative, or operative Customer Service tasks.
Performs simple data entry, sorts requests, and maintains files.
Understands simple instructions and procedures.
Performs Customer Service duties under direct instruction and close supervision.
Work is allocated on a day-to-day or task-by-task basis with clear instructions.
Entry point into professional roles.
Delivers basic technical, administrative, or operative Customer Service tasks. Performs simple data entry, sorts requests, and maintains files. Understands simple instructions and procedures. Performs Customer Service duties under direct instruction and close supervision. Work is allocated on a day-to-day or task-by-task basis with clear instructions. Entry point into professional roles.
For our Consumer Engagement Preventive care program, these representatives duties include reaching out to members for various health plans to inform them of their eligible cancer screenings/wellness visits, while also scheduling their appointments. The function of this program is to speak with our members to inform them of their yearly mammogram, yearly cervical cancer screening, Colonoscopy and/or annual wellness visit. The representative will schedule their appointments and confirm the procedure was performed. Agents will be making outbound calls through an automated dialer, manual outbound calls as well as receiving inbound calls from the member.
Skills Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices. Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations. Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options. Meet or exceed performance metrics related to scheduling appointments and appointment confirmations. Consistently multitask and conduct research on each case, toggling through various applications on multiple screens. Ability to be empathetic understanding that we are dealing with sensitive content with our members.
Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.
Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.
Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.
Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.
Ability to be empathetic understanding that we are dealing with sensitive content with our members.
Minimum Experience required:
1+ year previous experience in a contact center setting on outbound calls or dialer experience ideally preferred, and or telephonic sales experience
phone skills
computer skills
basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills
Must be able to type more than 30 words per minute
Customer Service Skills (history of customer service exp) preferred
Non-negotiable skills:
must have basic computer understanding/skills
Education
High School diploma or equivalent
About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.
Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
California Applicant Notice: SPECTRAFORCE is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
LA County, CA Applicant Notice: If you are selected for this position with SPECTRAFORCE, your offer is contingent upon the satisfactory completion of several requirements, including but not limited to, a criminal background check. We consider qualified applicants with arrest or conviction records for employment in accordance with all local ordinances and state laws, including the Los Angeles County Fair Chance Ordinance for Employers (FCO) and the California Fair Chance Act (FCA). The background check assessment will consider whether a criminal history could reasonably have a direct, adverse impact on the job-related safety, security, trust, regulatory compliance, or suitability for this role. Such findings may result in withdrawal of a conditional job offer.
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $16.25/hr.
