Participant Support Specialist – Bilingual, Spanish
Department:
Call Center
Status:
Full-time (Williamsville)
Pay Range:
$16.50-$22.50/hour
The compensation range for this position takes many factors into consideration including but not limited to: years of experience, education, skill set and other relevant factors. It is not typical for an individual to be hired near the top of the range for a position as circumstances can vary in every hiring situation.
Scope/Impact
Our Participant Support Specialists are often the primary contact many of our customers and participants have with P&A. This means the Participant Support Specialist role is key to our success as an organization. The Participant Support Specialist’s function is to provide effective and accurate responses to our callers.
- Next Class: October 27th
- Training hours: 8:30am – 5:00pm EST (approximately 6 weeks)
- Salary increase applies after taking on bilingual call duties
Key Responsibilities
- Answer incoming calls, interpret caller’s question/problem and provide resolutions, researching solutions.
- Provide guidance and resources on plan terms/content and eligibility in compliance with applicable regulations.
- Maintain data protection, privacy, security and maintain HIPAA compliance for participants and clients.
- Follow up with participants or administrators via phone or email to resolve open issues.
- Be logged into phones and chat software and available to take chats at all times; always use excellent spelling and grammar on chats.
- Log all calls and chats in Flex Connect.
- Complete all required documentation.