Customer Service Representative - Billing II (Bilingual - English/Spanish)
About Our Client
The organization operates within the healthcare industry, focusing on providing members with accurate information and support to help them make informed healthcare decisions. Through a nationwide call center, it helps members navigate healthcare access, billing, and plan-related questions while guiding them toward appropriate care.
About the Role
The Customer Service Representative - Billing II (Bilingual - English/Spanish) provides compassionate and effective support to members by resolving escalated billing and healthcare plan issues. This role plays an important part in improving the member experience through empathetic communication, accurate information, and timely problem resolution.
Responsibilities
- Provide guidance, support, and resolution for approximately 50 to 70 member calls daily.
- Address escalated billing and healthcare plan issues with empathy, professionalism, and clarity.
- Adapt communication techniques to accommodate different caller personalities and situations.
- Attend and successfully complete virtual instructor-led training and on-the-job training.
- Work assigned shifts within operating hours of 8:30 AM to 8:00 PM ET.
- Work occasional overtime as required by business needs.
Requirements
- Bilingual proficiency in English and Spanish.
- Ability to work full-time Monday through Friday on 9-hour shifts.
- Availability to work within operating hours of 8:30 AM to 8:00 PM ET.
- Commitment to attending all required training sessions during the first 90 days.
- Ability to remain on the phone for extended periods while handling challenging customer situations.
Pay
Starting pay of $17.20 per hour. Compensation considers skills, experience, training, education, and certifications. Eligibility for annual performance-based bonus compensation.
Benefits
- Day-one medical, supplemental health, dental, and vision insurance for full-time employees.
- Well-being programs, including mental health support.
- Paid vacation, health/flex time, six paid holidays, and one personal day.
- Financial coaching and services.
- 401(k) plan with company match of up to 5% after 12 months.
- Employee stock purchase plan.
- Life and disability insurance options.
- Flexible spending accounts.
- Education assistance programs.
- Opportunities for career advancement.
Schedule
Full-time, Monday through Friday on 9-hour shifts within operating hours of 8:30 AM to 8:00 PM ET.