Call Center Representative - Bilingual

Responsibilities

• Direct communications with members, providers, and health plans
• Confirmation of benefits and eligibility information to members, providers, and health plans
• Provide confirmation of participating providers in the network
• Provide claim status to members, clients, and providers
• Resolve problems by identifying the customer's complaint; selecting and explaining the best resolution for the issue, and escalating to upper management when necessary
• Keep managers informed of any issues that may require their attention to avoid or resolve an existing problem
• Apply knowledge, experience, common sense, and critical thinking to all issues being dealt with
• Multi-task and prioritize
• Respond to general inquiries from members and providers (plan benefits, limits, co-pays, deductibles, policy procedures, reimbursements, etc.)
• Redirect callers when necessary
• Follow up until completion on all issues that are not resolved on the initial contact, and keep parties updated on steps and actions taken
• Service the maximum number of callers in the quickest and most efficient way without sacrificing the quality of the service

Requirements

• 1+ year of Member Services experience in the Healthcare industry
• Proficient with computers
• English and Spanish bilingual
• For roles that are remote (i.e., Work From Home (WFH)) or hybrid (i.e., partial onsite at a VSP location and WFH), must demonstrate a high level of engagement in virtual environments, including maintaining camera presence during meetings to support effective communication and team alignment

Skills

• Strong understanding of health plan terminology

Benefits

As a part of the compensation package, this role may include eligible bonuses and commissions. For more information regarding iCare benefits, please click here.

Pay

$15.00 - $17.00

Schedule

Full-time