Bilingual Customer Service Representative (Spanish/English)

HealthPlanOne is dedicated to providing exceptional support and care to clients, ensuring they receive the best possible service and resources. They are seeking a compassionate Bilingual Customer Service Representative to assist with retention calls, health assessments, and enrollment verification, requiring excellent communication skills and a customer-focused attitude.

Responsibilities:

• Reach out to current clients to address their questions and needs
• Focus on the 3 R’s of customer loyalty: retention, related sales, and referrals
• Provide exceptional service to retain customers and encourage word-of-mouth marketing
• Conduct thorough assessments to maximize the resources available to clients
• Identify and provide additional benefits that clients may qualify for
• Document and share impactful stories of client assistance on SharePoint under the "Make A Difference" folder
• Collaborate with carriers to acknowledge and celebrate these success stories
• Handle incoming brokerage calls redirected from our sales team
• Provide top-notch support to clients and potential clients during these calls
• Address common and unpredictable scenarios with professionalism and care
• Ensure that clients feel supported, maintaining strong relationships with their agents and HPOne
• Aim to strengthen client loyalty and enhance the profitability of long-term relationships
• Conduct Enrollment Verification calls with the following objectives:
• Verify that the customer understands the plan they enrolled in and its start date
• Ensure accurate contact information is on file and capture the customer's email address
• Confirm that the Agent of Record (AOR) has reviewed the customer's doctors and medications
• Verify that the AOR has discussed out-of-pocket costs, including doctor visit copays, drug copays, and any applicable deductibles
• Inform customers about what to expect in the coming weeks and ensure they know to contact us (not the carrier) with any questions

Requirements:

• Previous experience in customer service, preferably in the healthcare or insurance industry
• Strong communication and interpersonal skills
• Ability to handle sensitive information with confidentiality
• Proficiency in using SharePoint and other customer management tools
• Problem-solving skills and the ability to think on your feet
• A compassionate and patient approach to client interactions
• High School Diploma or equivalent
• Familiarity with CRM systems and practices
• Prior experience with Medicare
• Previous training and experience in or related to healthcare insurance