Bilingual Customer Service Representative (Temporary)

Convey Health Solutions is a fast-growing healthcare organization seeking Bilingual Customer Service Representatives for their call center member services operations team. The role involves advocating for customers, processing requests, and ensuring high-quality service while maintaining HIPAA regulations.

Responsibilities:

• Process requests for Over the Counter (OTC) items received from health plan members via mail or phone call
• Update account information such as billing options and changes of address or phone numbers
• Answer questions pertaining to mailings sent out by the company periodically
• Make concise and detailed notations as it pertains to member records
• Submit mail requests for beneficiaries such as ID cards
• Educate beneficiaries on how the plan works, including benefits, cost sharing, and levels of coverage
• Research premium billing discrepancies and prescription claims processed
• Ensure HIPAA regulations are maintained within the immediate environment
• Responsible for concise and detailed notations as it pertains to member records
• Handles outbound calls for purposes of validating information
• Handles inbound calls by assisting members with a high level of accuracy and efficiency
• Escalates any member issues to management as necessary
• Responsible for maintaining a high level of call quality as set by client standards, which includes a 90% quality score and answering 80-85% of calls within 20 sec or less
• Communicate with coworkers, management and customers in a courteous/professional manner
• Conform with and abide by all regulations, policies, work procedures and instructions
• Respond promptly when returning telephone calls and replying to correspondence
• Act and behave in a professional manner to reflect a positive image of the company

Requirements:

• Highschool Diploma
• Good oral and written communication skills
• Good computer skills
• One year of customer service experience
• Call center experience
• Healthcare and/or pharmacy industry experience
• Spanish language proficiency