Customer Service Rep - Spanish Fluency Required
About the role
Remote work opportunities are available for employees residing in AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only. Veterans, Reservists, Guardsmen and military family members are encouraged to apply. Spanish fluency is required. Provides outstanding customer service related to Veteran care through the Community Care Network (CCN) in a fast‑paced contact center. Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status. Accurately assesses caller requests, answers caller inquiries and processes requests while focusing on first call resolution and/or appropriate call escalation protocols. May make outbound calls to schedule appointments based on Veteran or VA request. Resolves administrative eligibility discrepancies through account research and review.
Responsibilities
- Manages multiple task lists in accordance with directed timelines.
- Meets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards.
- Initiates and receives phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questions.
- In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers.
- Records preferences and tracks Veteran questions thoroughly in the TriWest’s Customer Relationship Management systems and Portal,