What are the responsibilities and job description for the Bilingual Customer Service Representative position at ONS?
Job title: Customer Service (Spanish)
Job location: Livermore, California 94550 (Onsite)
Job Description:
As the Customer Service Specialist, you will handle inbound and outbound calls in a fast paced, high volume call center. You will interact with customers to assist with demographic, member plan and physician changes, as well as collecting results and creating supply orders. You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints. The role includes providing testing support, product overview and basic technology instructions. Customer Service Specialists provide general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.
Principle Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Handling of Inbound and Outbound customer calls.
- Collects, receives, and records INR results.
- Utilizes call scripting provided when conducting patient phone calls.
- Contacts physician for INR results based on clinic’s reporting preferences and as outlined by Acelis Connected Health policies and procedures.
- Monitors and assists customers with adherence to prescribed test frequency.
- Promotes use of digital platforms
- Provides assistance in the use of digital platforms.
- Demonstrates knowledge of products used to obtain INR results and provides assistance to customers, as applicable.
- Responsible for time management, adherence to schedule and attendance.
- Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.
Required Qualifications
- High School diploma or equivalent
- 1-2 years of high call volume call center experience
- Candidate MUST be Bilingual (English/Spanish) for this role.
- Position requires 100 percent onsite work-Livermore, CA- No remote work involved.
- Communicate clearly and concisely, both in writing and verbally with others in a professional manner.
- Strong computer skills, proficiency navigating multiple websites and platforms.
- Proficient with Microsoft office programs and smart devices.
- Versatility, flexibility, and willingness to work within constantly changing priorities.
Preferred Qualifications
- 2 Experience in high call volume call center
- 2 Experience in a clinical environment
- Associate’s degree
- Physical Requirements
- Must be able to work sitting down for extended periods of time.
- Must be able to work with computers and multiple computer screens for extended periods of time.
- No lifting over 10 pounds required without assistance.
Job Types: Full-time, Contract
Pay: $20.00 - $22.00 per hour
Work Location: In person
Salary : $20 - $22
