Customer Service Representative - Bilingual Spanish, Healthcare

Requirements

Description: On-site in Phoenix, AZ
Starting Pay: $19.16/hr plus potential bonus opportunities
Schedule: Limited-Service Full-Time positions available
Site Hours: 24/7 center; 24/7 site hours with evening and night shifts preferred
Shift Differential: 10% for hours worked between 7 p.m. and 5 a.m.

Location

On-site in Phoenix, AZ

Essential Duties and Responsibilities

• Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).
• Uses computerized system for tracking, information gathering, and/or troubleshooting.
• Provides feedback when needed, provide input on call trends, processes, procedures, and training.
• May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.
• Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses.
• Follows policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules.
• Utilizes standard technology such as telephone, e-mail, and web browser to perform job duties.
• Affords assistance to callers with filling out online applications and submitting electronically to plan provider for processing.
• Completes basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller.
• Refers calls as required to CSR Lead.
• Reports problems that occur via the online system so they can be addressed by the appropriate parties.

Minimum Requirements

• High School diploma or equivalent with 6 months of customer service experience.
• Must be fluent in English and specified secondary language (Spanish).
• Must be able to speak and read Spanish fluently.
• Ability to work within established turnaround times.
• Excellent interpersonal skills and the ability to organize simultaneous tasks.
• Ability to work as a member of a team.
• Regular and predictable attendance is required.
• Must participate and certify in internal CCO training to begin this role.
• Medicare will be expected to participate in and certify in internal Tier I Claims Part A, Claims Part B, and Claims DME training at a later date to complete your Tier I training for this role.
• May be required to work overtime and scheduled holidays.

Working Conditions

Working on-site at our office location is a key requirement for this position. Being physically present at the worksite is essential for effective collaboration, communication, and supervision. Applicants must be able to perform their duties on-site and meet attendance requirements. Remote or at-home work options are not available for this role until completion of at least one year of employment with above-average performance, based on specified program criteria and at the company's discretion.