KA Partners is currently hiring for the position of Service Agent – Contact Center Operations. This role supports the KA Partners’ Call Center Team, supporting a US-based healthcare organization, to ensure members and providers receive an exceptional customer experience.

Job Profile Summary

The Service Agent is responsible for addressing member and provider inquiries, resolving complaints, educating clients, retaining members, preventing dis-enrollments, and escalating issues requiring additional intervention across all Lines of Business (LOBs) within our traditional and/or omni-channel contact center environment. The Service Agent maintains the required service standards and drives improvements to ensure the best possible customer experience for our members and providers.

Duties and Responsibilities

• Provide excellent quality customer service regarding eligibility, benefits, claims processes, product questions, escalations, and more via inbound/outbound calls, emails, chats, and in-office interactions.
• Meet/exceed performance KPIs, including quality, productivity, and dependability.
• Follow established policies and procedures to ensure issues are addressed timely and accurately.
• Identify and de-escalate upset members/providers, initiate investigations, take corrective actions, and recommend solutions for process improvement.
• Comply with HIPAA requirements and maintain confidentiality of PHI and sensitive information.
• Build sustainable relationships of trust through open communication with internal and external customers.
• Perform additional duties as required.

Working Schedule & Location

• This is an office-based role; employees will work from KA Partners’ office.
• Standard working hours: 14:00 (2 PM) – 02:00 (2 AM), with 8-hour shifts based on individual schedules.
• Employees work five (5) days per week, totaling 40 hours.
• During Open Enrollment (November – March), employees may be assigned to work one weekend day, without exceeding 40 hours per week.
• Employees will work on Macedonian national holidays and will be compensated according to Macedonian labor law.
• Employees may earn performance-based bonuses, with goals set at 98% in applicable KPIs.

Minimum Qualifications

• High School Diploma or GED
• Prior customer service experience in a fast-paced environment
• Proficient in Microsoft Office Suite (Excel, Word, Outlook)

Preferred Qualifications

• Associate or bachelor’s degree or equivalent experience
• Experience in healthcare contact centers, KPIs, CMS/NYSOH requirements
• Experience with CRM systems, cross-functional projects, and multiple technologies
• Excellent verbal and written communication

Contract and Next Steps

Candidates will be asked to sign the official KA Partners employment contract.

If you are interested in this opportunity, please reply to this email so we can schedule a meeting to review the contract and answer any questions.