Contact Center Associate - Korean & English Speaker

Position Title: Contact Center Associate – Korean & English Speaker

Job Type: Full-Time, Remote

Position Overview:

The Contact Center Associate is a bilingual (Korean & English) representative responsible for providing exceptional customer service to health share members and providers. This role is focused on delivering accurate, high-quality information and resolving inquiries efficiently, primarily via inbound and outbound calls and emails. Working within a dynamic team, this position plays a crucial role in ensuring health share members and providers receive precise information and support based on Membership Guidelines.

Key Responsibilities:

Customer Interaction

• Handle inbound and outbound calls with health share members and providers, ensuring one-call resolution whenever possible.
• Resolve general inquiries and issues for members and providers, escalating complex matters as needed.
• Maintain professionalism and high-quality service in all interactions, providing prompt follow-ups where necessary.

Issue Resolution

• Accurately document, identify, and escalate trends or operational problems to management.
• Use critical thinking skills to troubleshoot and resolve customer issues.

Information Accuracy

• Review, obtain, and manage medical records as necessary to support customer inquiries.
• Ensure member eligibility and information are current and provide clear explanations to members and providers.

Team Collaboration

• Collaborate with other departments to ensure seamless support across health share services.
• Be receptive to coaching, ongoing learning, and feedback to continuously improve service quality.

Qualifications:

• Language

  Native Korean proficiency and strong English language skills.

  
  

• Education

  High School Diploma or GED required; Associate’s Degree or higher preferred.

  
  

Experience

• 1-2 years of customer service experience required, preferably in a call center or healthcare setting.
• Experience reviewing and verifying medical records is a plus.

Technical Skills

• Proficiency in Microsoft Office Suite (Outlook, Excel).
• Familiarity with call center phone systems, Salesforce (preferred), and understanding of HIPAA compliance.

Soft Skills

• Excellent verbal and written communication skills.
• Strong critical thinking, problem-solving abilities, and high attention to detail.
• Self-motivated, goal-oriented, and capable of working independently and in a collaborative team environment.

Physical Requirements

• Regularly required to talk, hear, and sit for extended periods.
• Occasionally required to lift and/or move up to 10 pounds.
• Vision abilities needed include close, distance, color vision, depth perception, and focus adjustments.