Bilingual Healthcare Customer Service Representative – Remote
About the role
A Bilingual Healthcare Customer Service Representative serves as the primary frontline contact for clients and members, managing inbound interactions by phone in a remote, full-time position.
Using a suite of web-based Windows applications, representatives navigate multiple systems to answer member questions, assist with account details, password resets, and offer additional relevant programs or services when appropriate.
In this fast-paced environment, the role involves using empathy, active listening, and emotional intelligence to calmly address complex inquiries, de-escalate sensitive customer concerns, and escalate issues to specialized teams when needed.
Representatives also accurately log call details for reporting and quality audits and provide feedback on common caller issues to help improve overall service delivery.
Responsibilities
- Serve as the primary frontline contact for clients and members via phone.
- Navigate multiple web-based systems to answer questions, assist with account details, and reset passwords.
- Offer additional relevant programs or services when appropriate.
- Use empathy, active listening, and emotional intelligence to address complex inquiries and de-escalate sensitive concerns.
- Escalate issues to specialized teams when needed.
- Accurately log call details for reporting and quality audits.
- Provide feedback on common caller issues to improve service delivery.
Requirements
- High School Diploma or equivalent.
- Customer service experience.
- Typing proficiency.
- Bilingual (English and another language).
Skills
- Emotional Intelligence
- Active Listening
- Open-Mindedness
- Critical Thinking
- Solution-Oriented
- Organized
- Collaboration
- Communication
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Paid Time Off (PTO)
- 401k retirement plan
Location: Salt Lake City, UT (Remote)
Hours: Full-Time