Part Time Korean Speaking - Call Center Representative - Part-time

OVERVIEW OF POSITION:

Healthcare Partners is seeking Part Time Call Center Representatives that are bilingual in Korean. The hours are Monday - Friday 10 AM to 2 PM.

ESSENTIAL FUNCTIONS:

• Consistently exhibits behavior and communication skills that demonstrate HealthCare Partners’ (HCP) commitment to superior customer service, including quality, care and concern with each and every internal and external customer.
• Provides services to internal and external customers involving the exchange of complex and sensitive information while acting as patient advocate.
• Exchanges complex and sensitive information with internal and external customers while acting as a patient advocate.
• Recognizes financial, medical and legal risks based on data collected during customer interactions and follows appropriate procedures.
• Answers customer calls to address inquiries and concerns within set productivity guidelines.   Accesses Language Line for non-English patients as needed.
• Resolves a wide variety of customer service issues.
• Utilizes HCP systems to resolve customer needs such as appointments, authorizations, claims, invoices, eligibility, benefits, appeals, TARs.
• Translates oral information into concise and accurate written documentation per guidelines.
• Pages clinicians and assists Telehealth Nurses as necessary (e.g., arranging DME, transportation and HH).
• Completes end-of-shift report and communicates information to the next shift operations.
• Accesses language line for non-English patients as needed.
• Manages own work queues within set productivity guidelines.
• Demonstrates customer service-oriented behavior at all times.
• Uses, protects, and discloses HCP patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards.

EDUCATION:

• 1 or 2 years of post-high school education or a degree from a two-year college.

EXPERIENCE:

Minimum:

• Over 1 year and up to and including 3 years of experience.
• Over 2 years of customer service experience.
• Multi-line telephone experience.

Preferred:

• 1 or more years of experience in a healthcare setting.

KNOWLEDGE, SKILLS, ABILITIES:

• Proficient in Microsoft applications (Word, Excel).
• Ability to type 35-40 wpm.
• Customer service-oriented.
• Excellent verbal and written English communication skills. 
• Excellent telephone skills and telephone etiquette.
• Ability to handle difficult customer situations in a positive manner.
• Excellent problem-solving skills.
• Knowledge of medical terminology preferred.
• Bilingual preferred