Customer Service Representative - Bilingual Spanish, Healthcare

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.



* -Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).



* -Calls are basic and routine.



* -Uses computerized system for tracking, information gathering, and/or troubleshooting.



* -Provides feedback when needed, provides input on call trends, processes, procedures, and training.



* -May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.



* -Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses



* -Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules



* -Utilize standard technology such as telephone, e-mail, and web browser to perform job duties



* -Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing



* -Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller



* -Refer calls as required to CSR Lead



* -Maintain up-to-date knowledge of client regulations and policies



* -Report problems that occur via the online system so they can be addressed by the appropriate parties

Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- Must be fluent in English and specified secondary language.



* -Must be able to speak and read Spanish fluently



* -Ability to work within established turnaround times



* -Must have excellent interpersonal skills and the ability to organize simultaneous tasks



* -Ability to work as a member of a team



* -Regular and predictable attendance is required



* -Must participate and certify in internal CCO training to begin this role.



* -Medicare will be expected to participate in and certify in internal Tier I Claims Part A, Claims Part B, and Claims DME training at a later date to complete your Tier I training for this role.



* -May be required to work overtime and scheduled holidays.



* -Working on-site at our office location is a key requirement for this position.

Being physically present at the worksite is essential for effective collaboration, communication, and supervision.

Applicants must be able to...