Remote Bilingual Customer Service Representative, Member Services

Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds—tech people, numbers people, even people people—working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference—it’s time to make a healthy career move to MVP!
Status: Full Time-Non Exempt
The bilingual representative provides optimum customer service as required to maintain existing members and prevent cancellations. Address member, internal and external customer inquiries, questions and concerns in areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care across a variety of insurance types. Meet individual accessibility and quality goals, and team goals for industry standard benchmarks such as Average Speed of Answer, and Abandonment Rate. The Care Center Representative must take full responsibility for every call to ensure callers concerns are met. Provides world class customer care to internal and external customers while consistently adhering to all call handling objectives, i.e., hold time, talk time, after call work, schedule adhere and quality assurance.

• Develops a comprehensive understanding of all lines of business. Has the technical skills required to be able to perform task efficiently.
• Responds promptly, accurately, and effectively to all calls in a polite and professional manner.
• Performs other duties as assigned.
• Acts as a liaison between our internal and external customers.
• Responds to all calls timely and have a clear understanding of call avoidance, such as but not limited to: short calls, intentional disconnects, inappropriate transfers and inappropriate use of hold button.
• Clearly explains all policies and procedures on both incoming and out-going calls. On an ongoing basis, educates members about their benefits and MVP’s procedures.
• Simultaneously accesses multiple databases while addressing customer’s needs.
• Delivers information in a clear and confident manner.
• Performs data input in a highly accurate and timely manner on all customer contacts.

POSITION QUALIFICATIONS:
Minimum Education:
High School diploma or equivalent when possesses customer service employment experience.
Minimum Experience:
Minimum 1 – 3 years customer service experience and/or relevant office experience required
Experience in positions where adherence to strict confidentiality is required
Healthcare, health insurance experience preferred Call Center experience preferred
Required Skills:

• Demonstrated excellent customer service skills including superior accountability and follow through
• Have strong interpersonal skills and exhibit good judgment
• Demonstrated PC skills using Microsoft applications
• Strong problem solving ability with effective oral and written communication skills
• Bilingual (Spanish speaking) excellent telephone/communication skills

Remote Work Requirements:
This position may be worked remotely (virtually) from within one hour distance of Rochester, Tarrytown or Schenectady.
The candidate must be able to work from home and perform the position duties in a virtual setting. The home office setting must have reliable internet provided by the candidate. Office equipment required to perform the job duties will be provided and it is the responsibility of the candidate to keep the equipment in working order. The home office setting must be a quiet, private, and dedicated workspace during the assigned work hours.
Training required: 4- 5 weeks of paid training in a classroom setting, which may be in a virtual setting or in-person at an MVP location. Training will be held Monday – Friday from 8:30 a.m.-4:30 p.m. We will be happy to train you, but you must come in with great customer service skills – those we can’t train!
MVP offers a competitive benefits package, tuition reimbursement program and paid time off!
About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the Know your Rights protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at [email protected]
Please apply and learn more – including how you may become a proud member of our team.