Bilingual CSR - Lifelink

Telemedik • PR

90d

About The Position

As a Bilingual Customer Service Representative, you will be responsible for providing phone guidance to clients and/or insured members, according to their requests and needs, ensuring a resolution on the first contact. You will be a key player in delivering an exceptional service experience by offering professionalism, courtesy, and excellence.

Requirements

• Minimum of one (1) year of Customer Service experience.
• High school diploma completed and/or university credits (preferred).
• Advanced knowledge of computer applications and/or Microsoft Office.
• Strong orientation and commitment to customer service.
• Excellent verbal and written communication skills.
• Bilingual (Spanish and English).
• Fast documentation and internet navigation skills.
• Availability for rotating shifts (including weekends/holidays), Monday through Sunday, 24/7.

Responsibilities

• Communicates with members by phone to provide information regarding services covered by their respective health insurance plan.
• Provides guidance, support, and educational services on non-clinical matters related to different plan coverages and promotions.
• Manages incoming calls and refers them to appropriate resources based on the member’s specific needs.
• Documents and records transactions, including details of inquiries and actions taken.
• Refers unresolved customer complaints to a supervisor or designated departments for further investigation.
• Provides support in other Contact Center projects.
• Conducts outbound calls to members to gather information about services, satisfaction levels, and follow-up activities.
• Participates in training and development sessions.
• Ensures confidentiality and compliance with all applicable state and federal health call center regulations, including HIPAA and internal policies for the disposal of confidential information.
• Immediately notifies their supervisor of any Protected Health Information exposure.
• Complies with core and functional training, as well as with all procedures established by regulatory agencies, contractual requirements, and applicable certification standards (including, but not limited to, URAC).

Benefits

• Training in service, regulatory aspects, and health.
• 24/7 telemedicine service.
• Free health and wellness programs for employees.
• Growth and development opportunities.
• Contribute to the health and well-being of the population.
• Paid leave benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees