CAREERS

Bilingual Spanish Customer Service Coordinator at Clover Health
Jersey City, NJ, US
Clover Health is driving down costs and producing improved health outcomes with a unique health insurance plan. We use sophisticated analytics and custom software to direct our own clinical staff to proactively fill in gaps in the care of our members. We have a proven model we're scaling out.

We're focusing on elderly and low-income patients that stand to benefit from our model the most. This puts us in a position to make a major dent in healthcare expense in the United States and reverse an unsustainable, decades-long spending trend.

Job Description:

As a Customer Experience Coordinator in Member Services, you will provide the highest level of service through every interaction. You will be the eyes and ears for Clover and serve as the voice of our customers internally. You will learn to understand our customers’ unique needs and provide the solutions that are the best for them. You’ll be joining a fast-growing startup, learn how to navigate our internal systems and be a part of our scaling company.

What you will do:

Act as the central point of contact for members and providers for both inbound and outbound calls
Maintain clear and accurate logs of all customer encounters and their demographic information
Work to resolve customer issues that do not need escalation
Collaborate cross-functionally with team members as necessary to meet customer needs and resolve issues
Monitor and follow up on tasks escalated from vendors and field team
Assist members with provider referrals and office visit scheduling
Onboard new Plan members by explaining benefits and resources
Schedule staff Nurse Practitioners and Social Workers for in-home member assessments
Escalate members with complex care coordination needs to Case Management
Provide member health education to assist with self management
Ensure consistent coverage on inbound customer service queue
Trigger mailings to members as needed
Complete ad hoc duties as needed

Qualifications:

Must speak fluent Spanish and pass a language assessment test
Excellent customer service and communication skills (verbal and written)
Ability to excel in a fast-paced environment
Impeccable attention to detail and follow-up skills
Passion for new technology and ability to learn it quickly
Strong prioritization and self-management abilities
Professional experience in Medicare, Medicaid, or health care settings a plus; those with medical claims or past roles in health care provider settings are strongly encouraged to apply
Must be authorized to work in the US
Must be available to work the hours of 11:30am – 8pm

We are an E-Verify company.