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Corporate Functions & Operations
WellCare - Customer Service Careers

Customer Service Representative - Bilingual Vietnamese Job

Full Job Title: Customer Service Representative - Bilingual Vietnamese

Job Number: 1705399

Location: Cypress, CA

Date Posted: 11-9-2017

This position is forEasy Choice Health Plan Inc.in Cypress, CA, a WellCare Healthplans, Inc. company.

Responds to member and provider inquiries (phone, written or walk in) regarding all aspects of WellCare business, including claims, in a professional, timely, accurate and caring manner while consistently meeting all guidelines.

Department:California Operations

Reports to:Sr Mgr, State Operations

Location: 10803 Hope Street Suite B, Cypress, CA 90630

Job Type: Hourly/Non-exempt

Essential Functions:
  • Responds to member, provider and other inquiries via telephone, correspondence or lobby walk-in while meeting all corporate guidelines and performance standards.
  • Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.
  • Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative.
  • Assists in the education of new members and in the re-education of existing members regarding health plan procedures.
  • Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.
  • Makes decisions that are consistent with the concept of a win-win-win for members, associates and WellCare.
  • Demonstrates based behaviors such as initiative, accountability and value.
  • Performs skills necessary to create a high-quality customer experience, as reflected through acceptable C-Sat scores, quality monitors and member feedback.
Education: High School Diploma
Experience:
  • 6 months to 1 year practical work experience
  • Previous experience in a call center or customer service environment (preferred)
Licenses/Certifications: Customer service, quality or training certifications (preferred)
Special Skills (e.g. 2nd language):
  • Strong written and verbal communication skills and an ability to work with people from diverse backgrounds
  • Ability to multi-task, good organizational and time management skills
  • Ability to act on feedback provided by showing ownership of his or her own development
  • Ability to read, analyze, and interpret verbal and written instructions
  • Ability to write business correspondence
  • Ability to effectively present information and respond to questions from members
  • Ability to define problems, collect data, establish facts and draw valid conclusions
  • Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication
Technical Skills/Requirements:
  • Knowledge of email systems such as Microsoft Outlook sufficient to communicate with both internal and external contacts
  • Knowledge of Word and/or Excel sufficient to enter data
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Last Updated On: 12/9/2015