Bilingual Customer Service Representative

TEKsystems•Tempe, AZ

14d•$25 - $25•Onsite

About The Position

This is an internal and external client‑facing role that requires excellent customer service, communication, and problem‑solving skills. The Customer Service Representative serves as a primary point of contact for members and clients, providing accurate, timely information regarding healthcare benefits, eligibility, and claims while delivering a high‑quality customer experience. The ideal candidate is calm under pressure, detail‑oriented, comfortable navigating multiple systems, and able to effectively manage emotional or complex customer interactions.

Requirements

1+ year of recent customer service experience (any industry)
Excellent verbal and written communication skills
Ability to work independently and collaboratively in a team environment
Strong attention to detail with accurate data entry and 10‑key skills
Comfortable working in a fast‑paced, metrics‑driven call center environment
Proficient with navigating multiple systems simultaneously

Nice To Haves

Healthcare or call center experience preferred
Bilingual (Spanish/English) strongly preferred

Responsibilities

Accurately and efficiently quote healthcare benefits, eligibility, and claim status to callers
Respond promptly and professionally to inbound calls while maintaining a courteous demeanor
De‑escalate difficult or emotional situations through active listening and solution‑based responses
Educate members on benefits, prior authorizations, grievance and appeal processes, and other TPA services
Thoroughly document all customer interactions in member notes
Return voicemails, emails, and written inquiries in a timely manner
Follow up with callers as needed to ensure issue resolution and customer satisfaction
Navigate multiple internal databases to research and resolve complex issues related to claims, eligibility, and authorizations
Utilize internal tools (e.g., task routing, Quickbase, escalation workflows) to request additional support or follow‑up actions
Meet or exceed departmental performance standards including Average Handle Time, Abandonment Rate, Talk Time, Quality, Adherence, and One‑Touch Resolution