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Bilingual Member Services Agent
2 months ago
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 and maintain rapport with current and prospective members while adhering to compliance guidelines.
- Handle inquiries across various categories, including:
- Facility Inquiries
- Web Support
- Order ID Card Requests
- Eligibility and Benefit Inquiries
- Billing Inquiries
- Document all incoming contacts and respond to complex calls regarding specialized product lines.
- Promote exceptional customer service by embodying the organization's philosophy of quality service.
- Collaborate with Health Plan and medical group personnel to gather necessary information for inquiries.
- Evaluate data to determine appropriate actions for complaint resolution and service recovery.
- Maintain compliance with organizational policies and ensure the confidentiality of sensitive information.
Qualifications:
- Must be bilingual in Spanish and English.
- Minimum of 2 years of experience in a call center or customer service environment.
- Successful completion of required assessments, including CSR 1 and Basic Computer Literacy.
- Strong written and verbal communication skills.
- Proficient analytical and problem-solving abilities.
- High School Diploma or GED is required.
Work Environment:
The position requires flexibility to work weekends and late shifts, with operations running Monday through Sunday. All candidates must be adaptable to the hours of operation.
Training and Equipment:
Training will be conducted remotely, and candidates must have a hardwired internet connection. Equipment pickup will be required prior to the start of training.
Equal Opportunity Employer:
Rose International is committed to providing equal employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by law.
