Customer Care Associate – Cantonese and Mandarin

Customer Care Associate – Cantonese and Mandarin

Requirements

• High School Diploma or Equivalent Required
• Associates Degree or Bachelor’s Degree Preferred
• Ability to undergo rigorous internal training
• Complete command of the sales process and Fidelis Care products
• Successfully pass a test (with a minimum 85% score) with no more than 2 attempts
• Bilingual (Chinese Mandarin and Chinese Cantonese) is strongly preferred

Responsibilities

• Assist members and clients by meeting or exceeding key performance metrics
• Documentation in Facets and other systems as required
• Comply with all NYSOH Marketing Guidelines and all Fidelis and Centene trainings within required timeframes
• Consistently meet quality standards for calls, client meetings and application submission and documentation
• Meet monthly quality standards as reflected in the Salesforce Hit Rate and Supervisor in-person audits
• Ensure Receipts are complete and attached to application in Salesforce
• Clarify the customer’s complaint; determine the cause of the problem; select and explain the best solution to solve the problem
• Develop and maintain relationships with existing members by providing guidance and assistance throughout the year
• Demonstrate passion for members by identifying unfulfilled needs and providing necessary education and assistance
• Modify delivery skills accordingly to overcome objections and retain members
• Identify solutions to issues and concerns
• Handle payment inquiries, ID requests, PCP changes, renewal and benefit inquiries
• Perform other incidental or related duties as assigned
• Assist and train others, tabling at community based office, provider offices and events as needed
• Perform duties of higher rated positions from time to time for developmental purposes
• Comply with all policies and standards

Preferred Qualifications

• Bilingual (Chinese Mandarin and Chinese Cantonese) is strongly preferred