Customer Care Representative – Bilingual, English/Spanish

Role Overview

• Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims
• Analyzes problems and provides information/solutions
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database
• Thoroughly documents inquiry outcomes for accurate tracking and analysis
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
• Researches and analyzes data to address operational challenges and customer service issues
• Provides external and internal customers with requested information
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature
• Uses computerized systems for tracking, information gathering and troubleshooting
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims
• Seeks, understands and responds to the needs and expectations of internal and external customers

Requirements

• Requires a HS diploma or equivalent
• Previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background
• Bilingual (Spanish/English) or multi-language skills
• Must be able to pass a validated language test/assessment
• Full availability to work an 8-hour shift
• Automated Customer Service experience preferred

Benefits

• Merit increases
• Paid holidays
• Paid Time Off
• Incentive bonus programs
• Medical benefits
• Dental benefits
• Vision benefits
• Short term disability benefits
• Long term disability benefits
• 401(k) +match
• Stock purchase plan
• Life insurance
• Wellness programs
• Financial education resources