Customer Care Representative II - Bilingual (English/Spanish)
About Our Client
The organization operates in the healthcare support sector, focusing on assisting members in navigating their health care plans effectively. It addresses challenges related to healthcare access and understanding by providing information and support that help members make informed decisions and obtain appropriate care promptly. The organization supports a wide range of healthcare-related inquiries, aiming to simplify complex healthcare concerns for its members.
About the Opportunity
The Customer Care Representative II - Bilingual (English/Spanish) role is designed to deliver compassionate customer service by assisting members with billing and healthcare plan inquiries. This position plays a critical role in resolving escalated issues, guiding members to access the right care efficiently. The role involves managing a high volume of calls daily, requiring empathy and effective communication to simplify complex healthcare information for callers.
Responsibilities
- Provide billing and healthcare plan information to members
- Handle up to 70 calls per day offering guidance and support
- Resolve escalated customer issues with empathy and clarity
- Communicate complex health care concerns in an understandable way
- Attend and complete comprehensive training with full attendance
- Work assigned shifts between 8:30 AM and 8:00 PM ET
- Perform occasional overtime as needed
Requirements
- Bilingual proficiency in English and Spanish
- Ability to commit full-time to training with no absences
- Availability to work Monday through Friday, 40 hours per week
- Flexibility to work one of four possible shifts post-training
- Capability to manage long periods on the phone and handle various communication styles
Pay
Pay rate starting at $17.20 per hour. Salary offers based on skills, experience, education, and certifications. Eligibility for annual performance bonuses.
Benefits & Perks
- Medical, dental, and vision insurance starting day one for full-time employees
- Well-being programs including mental health support
- Paid vacation, health/flex time, and holidays
- Financial coaching and 401(k) plan with company match after 12 months
- Employee stock purchase plan
- Life and disability insurance with buy-up options
- Flexible Spending Accounts
- Education assistance and career advancement opportunities