Business Support Specialist working in administration under the Retail & Hospitality Operations Manager. Ensuring client KPIs and SLAs are met while maintaining effective processes.
TS
Onsite Customer Service Representative, I
Posted 2 days ago
About the role
- Customer Service Representative assisting customers with inquiries and resolving service requests in the Health Insurance sector. The role requires proficiency in Spanish and English with a focus on customer satisfaction.
Responsibilities
- Handles and resolves service requests from customers and prospects, including inquiries about the eligibility of policyholders and dependents, cancellation letters, changes to Independent Practice Associations (IPAs) and Primary Care Physicians (PCPs), issuance of duplicate cards, coverage certifications, beneficiary value programs, utility collections, premium collections, and reimbursement requests, among others.
- Prepares coverage certifications and letters of non-covered services, among others, according to the policyholder’s request.
- Maintains updated the database regarding policyholder demographics information in the systems.
- Registers visitors in the system and evaluates each member's service situation before interaction to identify areas that need improvement and to determine the appropriate course of action, adhering to established standards such as wait times, service quality, transaction accuracy, and error rates.
- Logs cases in the system or applications, works the cases received through the Customer Relationship Management (CRM) case referral tool, keeps customers informed of the status, and notifies them of the outcome of the request.
- Documents in the system the steps taken to complete the service cycle complying with documentation parameters and preparing transaction reports.
- Handles calls from the Call Center of the company's different lines of business received from members who have questions, concerns, or discomfort about complex situations regarding benefits, processes, and coverage, among others.
- Ensures that any service cycle is completed for calls that could not be resolved during the first contact or for which there was a commitment to follow up with the customer.
- Refers to the corresponding unit the complaints received from policyholders, following the established protocol.
- Receives, documents, solves, and/or channels service requests from other departments to support customer retention, ensuring a response is received.
- Support other departments by completing Health Risk Assessment (HRA) calls.
Requirements
- High School Diploma.
- At least three (3) years of experience working in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.
- Spanish – Intermediate (comprehensive, writing and verbal)
- English – Intermediate (comprehensive, writing and verbal)
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