The Bilingual Call Center Attendant performs varied activities and moderately complex administrative, operational, and customer support assignments; inputting detailed data in various systems while typically working on semi-routine assignments and phone calls.  The Bilingual Call Center Attendant addresses member needs which may include complex benefit questions, resolving issues, educating members, and delivering best-in-class member experiences.

• • Handles 40-50 inbound calls daily from members in a fast-paced inbound call center environment and, at times, back-to-back phone calls.
  • Documents accurate details of inquiries, comments or complaints, transactions or interactions and records all actions taken in accordance to the request or questions being asked.
  • Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
  • Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.
  • Participates in daily team chats, accesses a knowledge-based database (Mentor) on every call, and reads emails daily to stay on top of alerts, trainings, and all Medicaid updates/changes.