IN-IDOI-Bilingual Inbound Call Center Rep

Must complete a 5day training on health insurance for people with Medicare. Answers NA0 helpline calls and performs other general office duties such as data entry mailings and inventory.


OVERVIEW
Answer incoming NA0 helpline calls transfer calls to volunteers when available data entry of client contacts and other clerical functions such as mailings and inventory.

DUTIES
*Answer all NA0 calls in a timely manner. Record on Client Contact forms.
*Forward NA0 calls to available volunteer counselors or provide counseling assistance when volunteers are not available. Take calls from counselors regarding availability and/or supplies.
*Complete data entry each day including Client Contacts
*Do labels and mailing for information packets assemble packets of information and make copies of SHIP information as needed.
*Inform the Office Manager when supplies of materials are low
*Put away all deliveries in an orderly manner. Keep work area in order and recycle unwanted paper and boxes. Make sure work area is neat and orderly
*Take voice mail messages for all packet requests twice a day (morning and afternoon at minimum).
*Forward call back messages to Volunteer Supervisors at the end of the day.
*Put together new counselor training materials and other training materials requested by Trainers.
*Put together presentation materials and supplies as requested by Volunteer Supervisors Counselors or SHIP Local Sites.
*Other duties as assigned by Office Manager including but not limited to special mailings/emails NA0 message recordings updating lists etc.

DIFFICULTY OF WORK
Incumbent performs standardized tasks and must successfully complete trainings and effectively communicate on the telephone keeping consistent with agency policies and laws affecting the agency.

RESPONSIBILITY
Incumbent must provide accurate and correct information to callers and complete tasks in a timely manner. Incumbent is responsible for accuracy giving Medicare information over the telephone and maintaining accurate records files forms reports and technical information. Errors in work or faulty judgment can undermine trust and the reputation of the program.

PERSONAL WORK RELATIONSHIPS
Personal work relationships are with immediate office staff Office Supervisor the public department and agency representatives at local and state levels. Contacts are for the purpose of relaying and giving information and making referrals. Required/Desired Skills Skill Required /Desired Amount of Experience Bilingual fluent Spanish Speaking required. Required 0 Good Communication Skills Required 2 Years Strong Data Entry Experience. Required 2 Years High School Diploma or GED Required 0 Additional education or experience preferred Nice to have 0 Call center experience Nice to have 0 Questions No. Question Question1 Absences greater than two weeks MUST be approved by CAI management in advance and contact information must be provided to CAI so that the resource can be reached during his or her absence. The Client has the right to dismiss the resource if he or she does not return to work by the agreed upon date. Do you accept this requirement Question2 Please list candidates email address. Question3 Please list the city and state where candidate currently resides. Question4 Candidate must be paid NA if selected for engagement. The provider markup for this position is 21%. Do you accept this requirement Question5 this is a full time 40 hour work week. 8:004:30 pm with 30 minute lunch. Do you accept this requirement Question6 This is an ONSITE position in a call center taking inbound calls. Do you accept this requirement Question7 Your candidate must have a clear BMV check along with the background check to be eligible. Do you accept this requirement Question8 If candidate is accepted for position orientation will include a 5day training on health insurance for people with Medicare which must be entirely completed. Do you accept this requirement