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Bilingual Operations Support Specialist
2 months ago
Insight Global is seeking a highly skilled and bilingual Operations Support Specialist to join their remote team. As a key member of the inbound support team, you will play a crucial role in ensuring seamless customer experiences for a telehealth and nutrition client based in San Francisco.
Main Responsibilities:
- Respond promptly to incoming calls and emails from members regarding their food delivery status, referral status, referral issues, scheduling appointments, food partner support, and address basic program inquiries.
- Provide empathetic and efficient assistance to ensure a seamless customer experience.
- Collaborate closely with the customer support manager, food operations coordinator, and client development team to identify areas for improvement in workflows and processes.
- Offer valuable insights and suggestions to enhance the overall customer support experience.
- Maintain accurate records of customer interactions and resolutions to facilitate future reference and analysis.
- Act as a liaison between customers and internal teams to ensure effective communication and resolution of issues.
- Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
- Continuously strive to optimize operational efficiency and enhance customer satisfaction through proactive problem-solving and innovation.
Requirements:
- 5+ years of experience in inbound customer support and inbound operations.
- Bilingual in English and Spanish.
- Experience in effectively communicating with insurance companies and external vendors to ensure smooth operations and resolve issues promptly.
- Skilled in investigating disputes and managing escalation claims, with a strong ability to identify root causes.
- Excellent communication skills, both written and verbal, with the ability to connect with individuals from diverse backgrounds.
- Ability to work independently but efficiently from home with the willingness to adapt to a start-up environment.
Preferred Qualifications:
- Experience handling grievances and appeals for an insurance company.
- Prior experience in IT Support role.
- Prior experience with AWS ConnectPath.
Compensation:
$17/hr to $19/hr. Exact compensation may vary based on several factors, including skills, experience, and education.
Benefits:
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.
