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Description:
[strong data-olk-copy-source="MessageBody"]Hybrid 1: This role requires associates to be in-office 2 days per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.
Please note that per our policy on hybrid/virtual work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless accommodation is granted as required by law.
The Customer Care Representative I - Bilingual (US) will be responsible for successfully completing required basic training and performing basic job functions with support from co-workers, specialists, and managers on non-basic issues.
How you will make an impact:
- Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyzes problems and provides information/solutions.
- Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
- Thoroughly documents inquiry outcomes for accurate tracking and analysis.
- Develops and maintains positive customer relations and coordinates various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
- Research and analyze data to address operational challenges and customer service issues.
- Provides external and internal customers with requested information.
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
- Uses computerized systems for tracking, information gathering and troubleshooting.
- Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
- Seeks, understands and responds to the needs and expectations of internal and external customers.
- Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers.
- Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment.
- Strong verbal and written communication skills, both with virtual and in-person interactions.
- Attentive to details, critical thinkers, and a problem-solver.
- Demonstrates empathy and persistence to resolve caller issues completely.
- Comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts.
- Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary.
- Performs other duties as assigned.
Minimum Requirements: Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. Must pass the appropriate pre-employment test battery. Bilingual (Spanish) or multi-language skills required. Must be able to pass a validated language test/assessment.
Preferred Skills, Capabilities and Experiences:
- This position is defined as virtual, or work-from-home, however you may need to report into a local office periodically.
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