Join us at AFG Inc Net Plan/Well Sense Health Plan during this transformative period as we strive to make a meaningful impact on the lives of underserved, disabled, and elderly populations by providing essential health insurance support. As a member of our Customer Care team, you will play a pivotal role as the first point of contact, delivering accurate and comprehensive information to our current and prospective members, providers, and internal stakeholders. This position is more than just a job; it’s an opportunity to contribute positively every day! Excitingly, the Customer Care Rep role has become a launchpad for career advancement within our organization, rewarding those who showcase their skills and dedication.

We are specifically looking for passionate individuals who are bilingual in Spanish to help staff our Spanish call lines. You will engage with callers in both English and Spanish, making a real difference in their lives.

What We Offer You:

• Enjoy the freedom of full-time remote work! Say goodbye to commuting and embrace the comfort of your home.
• Benefit from a paid training program lasting 5 weeks. Bring your enthusiasm and interpersonal skills; we provide the necessary training in the health insurance sector to help you confidently manage inquiries.
• Take advantage of an exceptional benefits package, which includes a no-premium health insurance option.
• Experience personalized mentoring and on-the-job training through our New Hire Buddy Program, Team Assist Line, and Ulysses Learning, renowned for excellence in customer service education.
• Engage in a skills-based career progression pathway within our call center, with opportunities for title and pay increases based on your demonstrated capabilities and performance.
• Access an internal job bidding/application system to explore roles in other departments, facilitating your career growth.
• Be recognized for high performance and improvement through our rewards program.
• Join employee resource groups dedicated to promoting corporate diversity and inclusion initiatives.

Core Responsibilities:

• Take ownership of interactions with callers, delivering stellar service to foster loyalty, enhance retention, and achieve corporate service excellence goals. You will be responsible for resolving customer inquiries and challenges through effective engagement.
• Handle a substantial volume of incoming calls from members and providers, with call durations ranging from 5 minutes to 45 minutes or longer, in both Spanish and English.
• Utilize resources effectively for accurate interpretation and resolution of customer inquiries, providing interpreter services as needed.
• Maintain up-to-date knowledge of Plan contracts and adeptly communicate this information.
• Leverage your strong interpersonal skills to manage challenging calls with professionalism and courtesy.
• Accurately document calls following departmental guidelines.
• Collaborate with colleagues to find solutions and foster teamwork.
• Consistently meet or exceed departmental quality and productivity standards.
• Perform additional tasks as assigned.

Our Ideal Candidates:

• Bilingual in Spanish.
• Possess a high school diploma or equivalent; a Bachelor’s degree is preferred.
• Have relevant professional experience, ideally in Customer Service, but don’t worry if you lack call center experience—we will provide training!
• Exhibit outstanding customer service abilities along with exceptional verbal and written communication skills.
• Show strong organizational skills, capable of prioritizing a high volume of requests while multitasking effectively.
• Make sound business decisions based on established standards and guidelines.
• Thrive in a fast-paced team environment and demonstrate proficiency in Microsoft Office applications.
• Comfortable working from home with a reliable high-speed internet connection.
• Maintain regular and dependable attendance, with the ability to work overtime during peak periods.

Apply now and become an integral part of a team dedicated to improving lives!