Bilingual-Customer Service Specialist - FMLA
About The Position
HealthMark is hiring a remote, full-time Bilingual-Customer Service Specialist to support clients, patients, and requestors with disability and FMLA paperwork requests. The role requires spoken and written English and Spanish, strong customer-service and communication skills, attention to detail, and the ability to resolve customer issues promptly. The specialist responds to a high volume of calls and emails, shares accurate request-status information, records all actions in Med-Release, monitors the FMLA email inbox, and securely faxes or emails records to requestors. The role also includes data entry, meeting daily goals, following established procedures, and completing required company-sponsored and regulatory training. Regular access to protected health information or confidential client data may be required, so the employee must follow HIPAA and organizational privacy and security policies and promptly report suspected unauthorized access or disclosure.
Requirements
- Good written and verbal communication and interpersonal skills in English and Spanish.
- At least 1 year of call center experience.
- Excellent communication, analytical, and problem-solving skills.
- Ability to multitask, prioritize duties, and manage time effectively.
- Ability and willingness to learn.
- Typing speed of 50 WPM.
- Proficiency with computer software applications such as Microsoft Office.
- Maintain a positive, empathetic, and professional attitude toward customers.
- High school diploma or GED.
- Reliable internet access and a quiet background setting for remote work.
- Attention to detail, strong follow-up skills, and ability to resolve customer issues in a timely manner.
- Ability to work independently, adapt to change, and demonstrate dependability, integrity, diligence, and empathy.
- Complete required company-sponsored and regulatory training programs.
Nice To Haves
- Previous medical industry experience is preferred but not required.
Responsibilities
- Assist clients, patients, and requestors with the status of disability and FMLA paperwork requests.
- Provide detailed, accurate, concise information to clients, patients, and requestors.
- Record accurate and detailed notes in Med-Release for all actions.
- Respond promptly to a high volume of customer calls and emails about disability and FMLA paperwork.
- Communicate effectively with customers through various channels and provide timely customer service.
- Build value-based customer relationships and make customer satisfaction a primary goal.
- Follow established procedures, guidelines, and policies.
- Perform data entry and other duties as assigned.
- Fax and/or email records securely to requestors.
- Monitor the FMLA email inbox to keep emails up to date.
- Meet daily goals.
- Follow HIPAA and organizational privacy and security policies, report known or suspected unauthorized access, use, or disclosure of protected health information, and complete required training.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- 401(k)
- 401(k) matching
- Paid time off
- Paid volunteer day
- Paid training
- Life insurance
- Employee assistance program
- Remote work opportunities
- Professional development and career advancement opportunities
- Collaborative and supportive work environment
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
