Bilingual Customer Service Rep
Job Summary
The Bilingual Customer Service Representative handles daily health insurance operations, including customer interactions and back-office tasks. This remote, volume-driven role requires proficiency in Spanish and English to support members and providers. The position focuses on meeting service delivery, productivity, and quality standards within an established operational framework.
Responsibilities
- Manage member and provider inquiries via multiple channels
- Maintain caseload productivity and quality standards
- Resolve operational issues and escalate as needed
- Ensure compliance with PHI and regulatory standards
Required Skills
- Bilingual (English/Spanish) proficiency
- 1+ years customer service experience
- 6+ months healthcare industry experience
- Strong analytical and data entry skills
Job Details
Role Overview: This role is a volume-driven customer service and production-based position that handles the daily activities involved in running a health insurance company, including customer interactions and back-office tasks following standard operating procedures. You will report to the Concierge Operations Manager.
Responsibilities:
- Develop a comprehensive understanding of current processes, procedures, and tools associated with the business model.
- Work with members, brokers, providers, and vendors through multiple channels.
- Manage an assigned caseload, maintaining service delivery, productivity, and quality expectations.
- Form working relationships with all partners.
- Support the leadership team by identifying issues through established escalation pathways.
- Monitor and track the health of all assigned work-in-progress issues.
- Escalate and resolve issues to ensure appropriate turnaround times.
- Participate in process improvement projects.
- Comply with all operational, regulatory, and compliance standards relating to member Personal Health Information (PHI).
- Comply with all applicable laws and regulations.
- Other duties as assigned.
Requirements:
- Must be bilingual in Spanish and English with full professional proficiency in reading, writing, and speaking.
- 1+ years of experience in a high-volume or customer-focused setting.
- 6+ months of healthcare experience.
- High school diploma or GED.
Bonus Qualifications:
- Strong quantitative or analytical skills focused on solving problems.
- Experience manipulating and entering accurate data.
- Advanced Google Suite or Microsoft Office capabilities.