Job Type
General Description
As a medicare advantage call center representative, you will be responsible for providing excellent customer service and information to our members, providers, and brokers. You will handle inbound and outbound calls, answer questions, resolve issues, and educate callers about our medicare advantage plans and benefits. You will also document all interactions and follow up as needed. You will work in a fast:paced and dynamic environment, where you will be expected to meet quality and performance standards.
Essential Duties and Responsibilities
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Answer incoming calls from members, providers, and agents regarding medicare advantage plans, benefits, eligibility, claims, enrollment, billing, and other inquiries.
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Make outbound calls to members, providers, and agents as needed to follow up on requests, issues, or concerns.
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Provide accurate and timely information and education to callers, using appropriate resources and tools.
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Resolve issues and complaints in a professional and courteous manner, escalating complex cases to the appropriate department or supervisor.
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Document all call details and actions taken in the system, ensuring compliance with policies and procedures.
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Meet or exceed quality and productivity goals, adhering to call center policies and protocols.
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Participate in training and coaching sessions, and provide feedback and suggestions for improvement.
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Stay updated on the latest changes and updates regarding medicare advantage plans and regulations.
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Perform other duties as assigned.
Education
+ 60 Bachelors Degree Credits Approved in related fields
Experience
At least one year of experience in a call center or customer service environment, preferably in the health care or insurance industry.
Other Qualifications
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Knowledge of medicare advantage plans and benefits, or willingness to learn.
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Excellent communication and interpersonal skills, both verbal and written.
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Ability to handle multiple tasks and prioritize effectively.
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Ability to work independently and as part of a team.
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Proficient in Microsoft Office and other computer applications.
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Flexible and adaptable to changing business needs.
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Bilingual in English and Spanish.
Region Locations
Caparra Center Mezzanine
Values
Passion for People
Succeed Together
Own Every Moment
Build the Future
Additional Requirements
Important: The candidate must provide evidence of academic preparationor courses related to the job posting, if necessary.
ABOUT US
Popular is Puerto Rico's leading financial institution and have been evolving since it was founded over a century ago. From a small bank it has developed into a large corporation that offer a wide variety of services and financial solutions to our customers, with presence in the United States, the Caribbean and Latin America.
As employees, we are dedicated to making our customers dreams come true by offering financial solutions in each stage of their life. Our extensive trajectory demonstrates the resiliency and determination of our employees to innovate, reach for the right solutions and strongly support the communities we serve; therefore, we value their diverse skills, experiences and backgrounds.
We reaffirm our commitment to always offer essential financial services and solutions for our customers and communities, including during emergency situations and/or natural disasters. Popular's employees are considered essential workers, whose role is critical in the continuity of these important services even under such circumstances. By applying to this position, you acknowledge that Popular may require your services during and immediately after any such events.
If you have a disability or need more information about requesting an accommodation, please Apply at asesorialaboralpopular.
