Bilingual English / Spanish Customer Service Representative
Our client operates in the health benefits industry as a third-party administrator providing consumer-oriented health plans to millions nationally. The organization addresses the challenge of accessible, higher-quality, and lower-cost healthcare by supporting members and providers with health benefit solutions. The company emphasizes growth, innovation, and delivering meaningful impacts within a complex healthcare system.
About the role
This Bilingual English/Spanish Customer Service Representative role is focused on providing exceptional service to members and providers by addressing inquiries, resolving issues, and facilitating clear communication. The position plays a key role in supporting customer needs, ensuring positive outcomes, and contributing to the organization’s mission to enhance healthcare access and quality.
Responsibilities
- Serve as a trusted resource delivering service and support to members and providers
- Answer incoming inquiries and identify required assistance
- Listen actively, ask questions, and document information accurately
- Research and resolve concerns through problem-solving and follow-up
- Use multiple applications to gather information and address inquiries efficiently
- Communicate complex information clearly and simply
- Collaborate with teammates and partners to provide effective solutions
- Meet goals for quality, productivity, customer satisfaction, accuracy, and attendance
- Continuously learn and apply new skills and industry knowledge
Requirements
- High School Diploma or GED
- At least 18 years old
- Minimum 1 year of customer service experience in an office or professional setting
- Bilingual fluency in English and Spanish
- Proficiency with computers as a primary work tool
- Ability to handle 50-70 calls daily with full attention
- Capability to complete customer service training and demonstrate proficiency
- Availability to work any 8-hour shift Monday through Friday between 7:00am and 8:00pm CST
Preferred qualifications:
- Experience in healthcare, insurance, medical, or dental settings
- Call center customer service experience
- Experience with healthcare claims processing or research
- Familiarity with medical/dental terminology, claims, coding, benefit plans, and health plan documents
- Skill in navigating multiple systems during customer assistance
Telecommuting Requirements
- Secure handling of sensitive company documents
- Dedicated, private workspace separated from living areas
- Residence with approved high-speed wired internet connection