Conduent Bi-Lingual Inbound/Outbound Customer Specialist in Boca Raton, Florida

Bi-Lingual Inbound/Outbound Customer Specialist

Description

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.

Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com .

General Objective:

Call Handling/Data Entry – Customer Support/Order Processing – Professionally handle all inbound calls and emails from potential or existing customers for the clients we represent. Provide excellent customer service along with accurate and appropriate information to every caller. Maintain solid customer relationships by handling questions and concerns with speed and professionalism. Initiate required action for response to customer service requests. Handle all calls according to client specifications including but not limited to using computer systems, manual documentation and training resources.

Primary Job Responsibilities:

  • Ensure high quality of service by understanding and clarifying the customer’s need.

  • Establish business relationships with clients by providing prompt and accurate service.

  • Understand TMS systems and accurately enter all information into systems, ensuring data integrity.

  • Identify and provide timely resolution for all customer issues, concerns, and/or questions.

  • Identify and escalate priority issues, including medical questions and Adverse Event (AE) reports as needed to appropriate resource.

  • Assist CSR I’s by clarifying technical information.

  • Project a professional company image through all phone interactions.

  • Display a positive attitude and customer focus.

  • Maintain adherence to HIPAA compliance guidelines at all times.

  • Adhere to schedule including lunch and breaks.

  • Maintain all training materials related to client, keeping current with updates provided by the training department.

  • Other duties as assigned. Special Position Requirements:

  • College experience preferably in a health-care related field preferred.

  • Previous customer service or call center experience required.

  • Education, background or experience with Diabetes preferred.

  • Ability to provide very detailed directions over the phone to provide training for the use of the device

  • Highly articulate with a professional demeanor.

  • Well-developed problem analysis and decision making skills.

  • Responsible for supporting and triaging all inbound calls and emails from consumers and healthcare professionals regarding the appropriate use of an insulin device.

  • In addition to inbound volume will be responsible for placing outbound calls for product awareness.

Qualifications:

  • Powerful customer service focus.

  • Ability to present in a polished and articulate manner and exhibit professional behavior.

  • Excellent verbal and written communication and listening skills.

  • High degree of data entry accuracy and attention to detail.

  • Computer and keyboard proficient, with proficiency in Microsoft Office including Word, Excel and Outlook.

  • Self motivated and results oriented.

  • Ability to identify and acknowledge customer needs and offer insight.

  • Ability to build strong relationships.

  • Ability to learn, retain and communicate medical information.

  • Demonstrated ability to provide unscripted responses on appropriate subject matter.

  • Exercise good judgment skills.

  • Ability to perform in high-pressure and fast-paced environment and handle multiple tasks simultaneously. Education: Associates degree or previous customer service/call center experience required.

Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form at https://downloads.conduent.com/content/usa/en/file/conduent-applicant-adaaa-referral-form.pdf .

Job Customer Care

Primary Location United States-Florida-Boca Raton

Organization Financial Service Healthcare

Unposting Date Ongoing

Req ID: 18009530