Fluent language capabilities in one of the New York threshold languages, specifically Spanish understanding of the needs all customers and clients. Responds and makes a best effort to resolve all callers' inquires and needs, including those concerning programs such as Medicaid, Child Health Plus, and Family Health Plus. Assists customers including prospective enrollees and people assisting enrollees or acting on their behalf, via the phone, mail, web, or in person in accordance with all Department and performance standards, policy, procedures, and protocols. Provides information and direction to callers regarding mail-in and telephone renewals, the Premium Assistance and FHP Buy-In Programs, and other programs as applicable. Facilitates the fulfillment of caller requests for documents via mail, fax, email, or download. Responds to all inquiries consistent with confidentiality and privacy policies and refers callers to alternate sources when appropriate. Accesses, reads, and interprets data elements on all applicable and state systems. Facilitates translation services for non-English speaking callers according to procedures. Attends meetings and trainings, as requested and maintains up-to-date knowledge of all programs and systems. Performs other duties as assigned by management.
Working hours: 8:00 am - 8:00 pm Monday - Friday, Saturdays 9:00 am - 1;00 pm must be open to Saturdays
*High School diploma/ GED or equivalent certification
* Fluent Spanish/English Speaking, (writing a plus)
*Minimum one year of previous experience in customer service, preferably in a Call Center, human services, health care or service-related field
-Understanding of the needs and problems of disadvantaged populations
-Previous experience with computers, phone systems and headsets preferred
-Interpersonal, written, and verbal communication skills
-Ability to perform comfortably in a fast-paced, deadline-oriented work environment
-Ability to successfully execute many complex tasks simultaneously
-Ability to work as a team member, as well as independently
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