Role Overview
We are seeking a dedicated and skilled Bilingual Contact Center Specialist to join our Provider Network team. This role is pivotal in delivering exceptional support to Medicaid providers and clients, ensuring timely and accurate resolution of inquiries. The ideal candidate will have strong communication skills, a customer-first mindset, and the ability to thrive in a fast-paced, high-volume call center environment.
Key Responsibilities
- Provide unbiased assistance to Medicaid providers and clients regarding eligibility, medical claims status, and other program-related inquiries.
- Respond promptly, courteously, and professionally to phone inquiries while ensuring a positive customer experience.
- Accurately document all interactions in online systems for proper record-keeping.
- Transfer callers to the appropriate call center units when necessary.
- Meet and exceed individual performance standards, including strict attendance and productivity metrics.
- Assist with issue resolution and escalate complex concerns as needed.
- Perform additional duties as assigned by management.
Required Skills
- Contact Center Experience: Minimum of 6 months of recent, verifiable experience in a high-volume call center environment.
- Bilingual Proficiency: Must be fluent in English and Spanish (reading, writing, and speaking). Candidates must achieve at least an 80% score on language proficiency assessments.
Preferred Skills
- Proficiency in Microsoft Office tools (Word, Excel, Outlook).
- Strong multitasking, organizational, and problem-solving skills.
Why Join Us?
- Be part of a team making a meaningful impact by supporting Medicaid providers and clients.
- Opportunities for professional growth and skill development.
- High potential for contract extension based on performance.
Ability to Commute:
- Austin, TX 78727 (Required)
Work Location: In person
