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Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Bilingual Receptionist – Member Services
Ivonne Welch Insurance Agency is seeking a highly motivated, bilingual Receptionist – Member Services to join our team. This is an important front-line position serving our mostly Spanish-speaking Medicare-age clients and their families.
We are looking for someone who is quick to learn, comfortable in a fast-paced environment, and naturally good at figuring things out. This is much more than a traditional receptionist position. Our receptionist handles a high volume of incoming calls and must be able to quickly understand what each member needs, determine the appropriate next step, and either resolve the issue or route it to the correct person.
The ideal candidate is a critical thinker and problem solver who can see the "big picture" of a situation rather than simply follow a script. Some calls may involve multiple questions, several moving parts, or issues that are not immediately obvious. You must be able to listen carefully, ask the right questions, gather information, and determine what needs to happen next.
This position is full-time, with benefits available upon reaching designated employment milestones. Compensation is based on experience.
What You Will Do
- Answer a high volume of inbound calls while maintaining a calm, professional, and helpful phone presence.
- Quickly identify why a member is calling and determine the appropriate course of action.
- Assist members with basic questions and issues, learning our systems, procedures, and processes over time.
- Use critical thinking and good judgment to determine when an issue can be handled independently and when it needs to be escalated.
- Manage multiple calls, tasks, and priorities without becoming overwhelmed or losing attention to detail.
- Ask appropriate questions and gather the information needed to understand the full situation.
- Follow established procedures while recognizing when a situation requires additional thought or clarification.
- Complete outbound calls and follow-up tasks as assigned.
- Accurately document calls, member information, and follow-up activities in our systems.
- Work closely with other team members to ensure members receive timely and appropriate assistance.
- Take ownership of assigned tasks and follow them through to completion.
- Learn new systems, processes, and insurance-related information quickly.
The Person We Are Looking For
You may be a great fit for this position if you:
- Learn quickly and enjoy learning new things.
- Are naturally curious and ask questions when you don't understand something.
- Can look at a complicated situation and figure out what needs to happen next.
- Have strong critical-thinking and problem-solving skills.
- Can listen to a member's entire situation rather than simply responding to the first question they ask.
- Stay calm and professional when several calls or priorities come at you at once.
- Can switch between tasks without losing track of what still needs to be completed.
- Are organized, dependable, and detail-oriented.
- Take direction well and can follow established protocols.
- Are willing to learn and take on additional responsibilities as your knowledge grows.
- Have a strong work ethic and take pride in providing excellent service.
Minimum Qualifications
- Minimum of 2 years of telephonic receptionist, call center, customer service, or similar experience.
- Strong spoken and written English and Spanish skills.
- Demonstrated ability to prioritize, organize, and multitask in a high-volume environment.
- Strong communication and active listening skills.
- Basic computer skills and the ability to learn new software quickly.
- A professional and pleasant phone presence with the ability to build rapport with clients.
- Strong problem-solving and critical-thinking abilities.
- Positive, dependable, and professional attitude.
Preferred Qualifications
- Previous experience in Medicare, health insurance, or another insurance-related environment.
- Experience working with a CRM or customer management system.
- Previous experience with Zoho CRM.
- Experience handling complex customer inquiries or working in a high-volume call center.
Why Join Ivonne Welch Insurance Agency?
We are looking for someone who wants more than just a job. We value employees who are dependable, willing to learn, take initiative, and want to grow with the company.
As you gain knowledge and experience, there will be opportunities to take on additional responsibilities and develop your skills within our organization.
If you are a quick learner, a strong problem solver, and someone who enjoys helping people, we would like to hear from you.
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