Position Specific Requirements:
Must be fluent in Spanish and English
Grade 9 1. Must meet at least one of the following: A. High school diploma or equivalent with experience in a specialized customer service environment.B. College (at least 48 credit hours) plus experience in a specialized customer service environment. C. Bachelor's degree from an accredited college or university.2. Must successfully complete contact center scenario and Windows based navigation assessments.3. Keyboarding skills.4. Experience in healthcare, medical provider, insurance, medical supplier, medical terminology, claims processing, and/or medical coding is preferred.5. Above average communication skills.6. Microsoft Outlook experience.7. Ability to read, write, and speak Spanish fluently.8. Ability to translate written and spoken Spanish to English and written and spoken English to Spanish.Assessment/Testing needed:
CSR Part 1: Call Center, Following Instructions, & Contact Center Retention
CSR Part 2: Contact Center Virtual Scenario
Upgrade Requirements - Grade 10
Meet grade 9 requirements plus the following:
1. Representative must not have been placed on written warning in the previous 12 months.2. Representative consistently takes appropriate percentage of ACD calls based on number of staff per day and log expected calls appropriately.3. Representative fulfills requirements of new member call and group contacts where required.4. Representative must have completed Service Excellence and applied principles and skills in daily contact with internal and external customers.5. Individual must be a self starter, actively influence events to achieve goals, and take action beyond the minimum required for the position.6. Representative must have completed and passed the Medical Terminology Course.7. Representative has demonstrated the ability to work in a team environment.8. Representative has demonstrated necessary technical/professional knowledge to make sound decisions, render judgment, take action, and perform the job without constant supervision.9. Representative has demonstrated the ability to multi-task, organize, and prioritize.10.Representative must have completed claims, eligibility and adjustment training and be able to assist with utilization review where required.11. If required, individual must be able to travel with occasional over-night stays.12.Representative must have completed the following in-house courses/training and applied principles and skills daily with both internal and external customers: Business Writing, Grammar, Service Excellence, and other courses as deemed necessary by the supervisor.13.Representative's supervisor must have received no Consistent and substantiated negative feedback from customers within the previous 6-months.14. Must currently be meeting all divisional performance standards and requirements for current grade.
Complete the following Blue and You University Courses:
Upgrade Requirements-Grade 11
1) An employee will be moved to Grade 11 when the following criteria has been met consistently for six months as determined by the supervisor with manager approval.2) Demonstrates leadership skills:a. Serves as mentor for other representatives.b. Above average decision making skillsc. Above average initiative3) Must accept one of the following responsibilities:a. Training b. Coach/Technical Resource4) Ability to make PowerPoint presentations as required.5) Demonstrates proficiency in written correspondence. 6) Demonstrates concierge service on a daily basis.7) Proficient knowledge of appropriate systems.8) 90% or above in inquiry accuracy.9) Must currently be meeting all divisional performance standards and requirements for current grade.
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