Bilingual Customer Service Representative - Remote Healthcare Experience - Conviva

Join the Conviva Team: Delivering Exceptional Patient Experiences from the Comfort of Your Home

At Conviva, a wholly-owned subsidiary of Humana, Inc., we're passionate about helping people live their best lives. As a leading healthcare company, we believe that exceptional patient experiences start with compassionate and dedicated team members. That's why we're seeking a Bilingual Customer Service Representative to join our remote team! As a key member of our call center team, you'll have the opportunity to make a positive impact on patients' lives while working from the comfort of your own home.

About Conviva and Our Culture

Conviva is a subsidiary of Humana, Inc., one of the largest health insurance companies in the United States. Our mission is to help people achieve their best health and well-being. We believe that our team members are our greatest asset, and we're committed to creating a work environment that's supportive, inclusive, and rewarding. At Conviva, you'll find:

• A culture that values lifelong learning and professional growth
• A team that prioritizes work-life balance and flexibility
• A commitment to diversity, equity, and inclusion
• A focus on delivering exceptional patient experiences

Job Summary

We're seeking a highly skilled and compassionate Bilingual Customer Service Representative to join our remote team. As a Call Center Customer Service Representative, you'll be the face of Conviva, addressing incoming telephone, digital, or written inquiries from patients and customers. You'll utilize your excellent communication skills to resolve issues, schedule appointments, and provide top-notch customer service. If you're a motivated and empathetic individual who is passionate about delivering exceptional patient experiences, we want to hear from you!

Key Responsibilities:

• Answer phone calls utilizing a multi-line telephone system, ensuring accurate and timely processing of all requests
• Take appropriate action, such as scheduling appointments, taking messages, and transferring calls to the appropriate staff
• Maintain thorough records by documenting discussions, messages, and actions taken to process inquiries
• Resolve patient issues through independent problem-solving, with a goal of first-call resolution
• Foster teamwork and partnerships with cross-functional departments to resolve issues and improve customer experience

Requirements

Essential Qualifications:

• Bilingual in English and Spanish (read, write, and speak)
• Reliable cell phone and computer at home
• Minimum internet speed for optimal performance: 10mb down and 1mb up (no satellite internet)
• Experience in a highly customer service-oriented environment
• Strong organizational, written, and verbal communication skills
• Ability to remain calm and helpful when dealing with upset customers
• Proficient with Microsoft Office applications, including Microsoft Word, Excel, and Outlook

Preferred Qualifications:

• Experience in a medical office setting utilizing a computer-based practice management software system
• High school diploma or equivalent
• Ability to handle high call volume and multi-task while providing an exceptional customer experience
• Experience with E-Clinical Works or other electronic medical records systems, such as Epic, Athena Health, or NextGen
• Experience with Avaya telephony platform
• Knowledge of and strict adherence to HIPAA

What We Offer

As a member of the Conviva team, you'll enjoy a range of benefits and perks, including:

• Competitive salary and benefits package
• Medical, dental, and vision benefits
• 401(k) and tuition reimbursement
• Vacation and paid holidays
• Opportunities for professional growth and development
• A positive and supportive work culture
• Flexible work arrangements, including remote work options

Working Hours and Requirements

• Monday - Friday, 8:45 AM - 5:15 PM
• 40 hours per week
• Associates are required to be fully COVID vaccinated, including booster, or undergo weekly COVID testing and wear a face covering while at work

How to Apply

If you're a motivated and compassionate individual who is passionate about delivering exceptional patient experiences, we want to hear from you! Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.

Conviva is an equal opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact View email address on click.appcast.io for assistance.

Conviva, a subsidiary of Humana, values personal identity protection. Please be aware that applicants being considered for an interview will be asked to provide a social security number, if it is not already on file.

Don't miss this opportunity to join our team and make a positive impact on patients' lives! Apply now to become a Bilingual Customer Service Representative at Conviva.