Bilingual Call Center/Customer Service Representative (fully remote in select US states)
Description: About Finity Finity, Inc., a leading provider in health intelligence and engagement solutions, seeks a full-time, 100% remote, bilingual (English/Spanish) Wellness Services Representative to join our fully remote call center team. Our diverse and innovative culture includes technology wizards, dedicated support teams, data scientists, creative artists, and behavior change experts. Our industry leading products, services, and software support private health plans, hospital systems, and state Medicaid and Medicare members. Our mission is to improve the health and well-being of the various health populations we serve through education, incentivization, and improved accessibility to healthcare supports.
About the Role
The Wellness Services Representative assists our members from our remote call center. This role is responsible for providing excellent customer service to the participants of multiple health and wellness programs. The successful candidate will:
- Conduct inbound and outbound calls for our health and wellness incentive programs.
- Summarize notes for each call accurately in accordance with Finity’s quality assurance procedures.
- Provide consistently excellent customer service.
- Register members to wellness programs.
- Assist members with navigating our wellness portals and ordering catalog items.
- Manage multiple software interfaces for different wellness programs according to member needs.
- Maintain consistent punctuality and attendance to provide complete call queue coverage at all times.
- Follow best practices regarding HIPAA laws and protection of members PHI at all times.
Salary: $19.25/hour + comprehensive benefits This role is open to fully remote work from a pre-approved, in-home office in any of the following U.S. states: Arizona, Georgia, Idaho, Michigan, North Carolina, Ohio, West Virginia, Washington, and Utah. This position is open to candidates in any time zone willing to work Monday-Friday Pacific Standard Time business hours, where Finity is headquartered.
What We Offer
Our compensation package includes:
- Competitive paid time off benefit (30 days per year to start; increases to 35 days at the 3rd year of employment)
- Company paid holidays
- Comprehensive medical, dental, vision, company-paid short and long-term disability, company-paid life insurance, supplemental insurance, and company contribution to HSA account
- Professional development funds
- 401(k) with company match.
All employees must comply with HIPAA & HITRUST security requirements. This is a fully remote, in-home position. Reliable, high-speed internet and a quiet, HIPAA-compliant remote workspace is required. Finity provides all necessary equipment and assists with in-home remote technology setup. Finity welcomes a diverse and inclusive workplace. Finity is an equal opportunity employer and will not discriminate based on race, gender, gender identity, sexual orientation, national origin, veteran status, disability, age, or any other legally protected status. Requirements:
- At least 1 year of continuous customer service experience in a call center environment
- Performance-driven; able to consistently meet daily and monthly required benchmarks
- Ability to work with different software programs and interfaces, such as call center applications and Microsoft Office
- Ability to conduct member conversations in full compliance with HIPAA laws and quality assurance regulations
- Must be comfortable with a high volume of inbound calls
- Ability to remain professional and composed during each call
- Excellent attendance record and punctuality
- Ability to type at least 40 WPM
- Must be able to use computer/monitor throughout the course of the work day
- High-speed internet connection required (at least 50 mbps
- Must have a quiet, distraction-free space to work, without background noise and in compliance with Finity's security policy.
- Bilingual fluency in English/Spanish is required.
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