Customer service representative managing post - sale inquiries via phone and email for Zurich. Handling various insurance products and customer support tasks in Spain.
About the role
- Call Center Escalation Specialist managing health plan authorization approvals and resolving escalations for SafeRide Health. Ensuring access to care and high standards of customer service in the call center environment.
Responsibilities
- Serve as a resource for the call center team by answering questions, providing solutions, and handling member escalations
- Communicate with members and transportation providers
- Relay critical operational insights and provide feedback to supervisors and managers
- Manage authorization approvals for over-mileage trips
- Correspond with Health Plans regarding escalated issues
- Consistently perform Quality Assurance monitoring to sustain service standards
- Create and provide reports as necessary
- Other duties as assigned
Requirements
- A high school diploma or equivalent
- Strong communication skills (both verbal and written)
- A demonstrated ability to work successfully in a fast-paced environment
- Proficient with call center software, workforce applications, quality monitoring tools, and applications
- Advanced problem-solving skills
- One (1) year of experience in a Call Center leadership position
- Showcase a positive attitude and genuine empathy in interactions
- Familiarity with health insurance programs (Medicaid, Medicare, NEMT)
- Bilingual; fluent in both English and Spanish.
Benefits
- flexible shifts with occasional weekend work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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