The Bi-lingual Customer Advocate contributes to the successful operation of the South Carolina Medicaid Member Contact Center. The Bi-lingual Customer Advocate will provide customer services to members via the phone, text, chat, and email communication channels. Paid training provided; multiple shifts available during hours of operation (8:00 am – 6:00 pm). Key responsibilities include: Assist consumers inquiring regarding the status of their eligibility application Perform general changes to Medicaid records upon the request of applicants and members Follow all approved standard operating procedures and other applicable state and federal regulations Informs clients by explaining procedures; answering questions; providing information Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures Updates job knowledge by studying new scripts; participating in educational opportunities Effectively communicate with both internal and external clients Consistently provide accurate and timely documentation of daily activities and results Maintain accountability, reliability and dependability when performing all assigned job duties Participate in training sessions required by the State and Cognosante The successful candidate will also be expected to: Pass a background check as required for certification Successfully complete mandatory training and certification requirements in allotted timeframe Be available to work flexible/nontraditional hours, such as early mornings, and early evening Employee is expected to undertake any additional duties as they are assigned by their Supervisor Minimum Qualifications Possess an Associates’ degree from an accepted and accredited college or university, or the equivalent of 1 year of customer service experience or experience in a healthcare field and knowledge of Medicaid and managed care programs Ability to demonstrate proficiency in computer literacy, use of relevant computer applications such as MS Office, and use of other types of office technology Fluent in English and Spanish Additional Qualifications Basic knowledge of healthcare and/or the South Carolina Medicaid programs Strong communication skills Ability to pass language fluency proficiency exam Excellent attendance record Aptitude for learning and utilizing various software tools as needed Advanced PC skills |
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