Remote Work from Home Bilingual Customer Care Advocate

Position Summary

You will have a host of people to support you as you utilize various platforms to actively listen to customers (policyholders, agents, claimants, employees) to gain an understanding of their needs, clarify information, and offer possible solutions, by using knowledge of company products, services, and policies to assist customers with, inquiries, complaints, or problems.

Specific Duties And Responsibilities

• Respond to and resolve, on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims, financial spending accounts and correspondence.
• Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to select the best benefit plan options, maximize the value of their health plan benefits and choose a quality care provider.
• Contact care providers (doctor's offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance.
• Aid customers in navigating the member website, and other websites while encouraging and reassure them to become self-sufficient.

Qualifications

• A High School Diploma or a minimum of one year experience in insurance operations required.
• Proficiency with working on computers.
• Must be able to work a schedule commensurate with department hours.
• Follows clients holiday schedule.

Preferred Qualifications

• Health Care/Insurance environment (familiarity with medical terminology, health plan documents, or benefit plan design).
• Social work, behavioral health, disease prevention, health promotion and behavior change (working with vulnerable populations).
• Customer Service Experience.