Job description

About us

Join us in making a career at Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Leveraging ILS’ award-winning technology platform, ILS provides assistance to seniors and disabled individuals helping them remain safely at home.

Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to complex member populations in the Medicare, Medicaid and Dual-Eligible Market.

Position Summary

The Call Center Agent must be able to handle both inbound and outbound calls with members, caregivers, and providers in order to assist with placing orders for services, answering benefits questions, updating member information, and other Member Services functions. Comprehensive training will be provided upon hire, and the Call Center Agent will be mentored until they are comfortably able to respond to inquiries received. Call Center Team Leads are always available to assist Agents throughout the day.

Sample job responsibilities include:

1. Assisting members with placing orders for meals or non-emergency transportation

2. Completing outbound calls for assessments and/or satisfaction surveys

3. Receiving inbound Member Services calls and handling them through first-call resolution, as often as possible

4. Assisting members with accessing services by helping them to make appointments, reaching out to their care manager, or following up on outstanding requests.

5. Escalating appropriate issues to your Team Lead or Managers. Reporting to work on time and being ready to take calls at your assigned start time every day; adhering to break and lunch schedules

7. Documenting all interactions completely in the care management or CRM system.

8. Meeting departmental performance and quality standards.

9. Other duties as assigned.

Education, Experience and Required Skills

Minimum Education:
❖ High School Diploma or the equivalent.

Minimum Experience:

❖ 1 year of previous Call Center or Customer Service experience

Other Important Skills:

❖ Fluent in English and Spanish is preferred

❖ Previous experience in a healthcare setting and medical terminology is desired
❖ Strong verbal communication skills, including patience and empathy; strong written communication skills
❖ Ability to work under pressure to achieve goals
❖ Confident, self-driven, dynamic, and a quick learner

Drug Free Workplace

In compliance with the Drug-Free Workplace Act of 1988, Independent Living Systems has a longstanding commitment to provide a safe, quality-oriented and productive work environment.

Alcohol and drug abuse pose a threat to the health and safety of ILS employees and to the security of the company's equipment and facilities. For these reasons, ILS is committed to the elimination of drug and alcohol use and abuse in the workplace.
Independent Living Systems, LLC, and its subsidiaries, including FCC, provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, disability, ancestry, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Job Type: Temporary

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Miami, FL 33166: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Experience:

• Medical terminology: 1 year (Required)
• English: 1 year (Required)
• Customer service: 1 year (Required)

Work Location: One location

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