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Bilingual Member Services Associate

2 months ago

Corona, California, United States Rose International Full time

Position Overview:

The Bilingual Customer Service Representative plays a crucial role in enhancing customer satisfaction and retention by delivering accurate, timely, and meaningful information to members, customers, patients, and providers.

Key Responsibilities:

  • Provide advanced support for member inquiries and issues related to the Client Plan and provider services.
  • Build rapport and collaborative relationships with current and prospective members while adhering to compliance guidelines.
  • Handle a variety of member inquiries, including eligibility, benefits, billing, and service reviews.
  • Document all incoming contacts to determine their nature and respond to complex calls related to specialized product lines.
  • Promote exceptional customer service by demonstrating skills consistent with the organization's philosophy.
  • Initiate contact with relevant personnel to gather information pertinent to member concerns.
  • Evaluate data to determine appropriate actions for complaint resolution and service recovery.

Required Qualifications:

  • Minimum of 2 years of experience in a call center or customer service environment.
  • Must be fluent in Spanish and pass required assessments for consideration.
  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving abilities.
  • High School Diploma or GED is mandatory.

Preferred Experience:

  • Experience in health insurance and call center operations.

Work Environment:

This position requires flexibility to work weekends and late shifts. Training will be conducted remotely, and candidates must have a hardwired internet connection.

Compliance and Conduct:

All representatives are expected to uphold the privacy and confidentiality of information while adhering to the organization's Code of Conduct.

Additional Information:

For details regarding employment benefits and pay equity laws, please refer to the appropriate resources.