Bilingual Customer Support Specialist

1 week ago


Gaithersburg, Maryland, United States TEKsystems Full time

Position Overview:

The Bilingual Customer Support Specialist plays a crucial role in enhancing customer satisfaction and loyalty by delivering precise, consistent, and timely information to members, customers, patients, and providers. This position is dedicated to addressing member inquiries and concerns while fostering strong relationships with both current and prospective members, all in alignment with compliance standards.

Key Responsibilities:

  • Manage member inquiries related to:
    • Member Core: Facility inquiries, web support, order ID card requests, complaint handling, and service reviews.
    • Member Advocacy: Eligibility inquiries, benefit inquiries, general complaints, correspondence inquiries, dependent service reviews, and new member experiences.
    • Medicare: Support for up to two regions.
    • Premium Billing: Billing inquiries, payment processing, complaint resolution, EFT inquiries, general reinstatement requests, and tax form escalations.

As a representative of the Health Plan, you will document all incoming communications to assess their nature and respond to complex inquiries related to specialized product lines or queues.

Engage professionally with both internal and external customers, initiating contact with relevant Health Plan medical groups and facility personnel to gather necessary information.

Analyze data to determine and implement effective resolutions for complaints and coordinate service recovery as needed. Ensure documentation is completed according to established procedures and meet customer/member needs effectively.

Collaborate with diverse teams and organizational departments, demonstrating a solid understanding of assigned skills while applying knowledge to complete a variety of tasks.

Understand relevant policies and processes to assist the department in fulfilling customer needs and achieving departmental goals.

Complete all required training and utilize available tools to access necessary information. Develop a comprehensive awareness of how performance and actions impact members, including call handling, first call resolution, complaint resolution, compliance, and member retention.

Provide exceptional customer service to both internal and external customers, embodying the organization's commitment to extraordinary customer relations and quality service.

Maintain compliance with the Principles of Responsibility and Code of Conduct by safeguarding the privacy and confidentiality of information and protecting organizational assets. Perform additional relevant duties as assigned.

Required Skills:

  • Bilingual proficiency in English and Spanish
  • Strong customer service skills

Qualifications:

  • High School Diploma or GED required
  • A minimum of two years of customer service experience
  • Proficient in computer applications

About TEKsystems:

At TEKsystems, we are partners in transformation, helping clients activate ideas and solutions to seize new opportunities. With a team of 80,000 professionals, we collaborate with over 6,000 clients, including a significant portion of the Fortune 500, across North America, Europe, and Asia. As an industry leader in Full-Stack Technology Services and Talent Services, we work alongside progressive leaders to drive meaningful change. TEKsystems is a proud member of the Allegis Group.

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information, or any characteristic protected by law.



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