Bilingual Customer Service Admin

About the role

This is a remote opportunity that requires fluency in both English and Spanish. The Bilingual Customer Service Admin will be responsible for answering voicemails and returning calls from Spanish-speaking appellants, answering questions, requesting documentation or clarification, and helping with an initial case intake.

Responsibilities

• Manage inbound and outbound calls that are primarily routine in nature.
• Follow basic procedures and scripts, using fundamental knowledge to navigate information systems and/or MAS system along with a basic knowledge of QIC/State services.
• Accurately update database systems such as, but not limited to, Word, Excel, MAS.
• May assist in the processes required for medical case file creation, including, but not limited to, data entry and records management.
• Assist other team members in maintaining, collecting sensitive case documents.
• Aid team members with case file maintenance, including filing, retention, and labeling.
• Perform other duties as may be assigned by management.

Requirements

• High School diploma or equivalent with 2 - 4 years of experience.
• Bilingual proficiency in English and Spanish, with the ability to speak, read, and write both languages clearly, professionally, and fluently.
• Ability to work a schedule between the hours of 7:00am - 5:00pm EST Monday - Friday.

Preferred Skills and Qualifications

• Current and/or prior experience assisting customers over the phone.
• Proficiency and/or understanding of appeals.
• Translation experience (including verbal and written translation as well as interpretation).

Home Office Requirements

• Internet speed of 25mbps or higher required / 50 Mpbs for shared internet connectivity.
• Minimum 5mpbs upload speed.
• Connectivity to the internet via Category 5 or 6 ethernet patch cable to the home router.
• Private and secure work area and adequate power source.
• Must currently and permanently reside in the Continental US.
• Must have a smartphone which will be required to log into Maximus systems.