Remote Bilingual Healthcare Call Center

TEKsystems•Brownsville, TX

3d•$18 - $18•Remote

About The Position

This role is responsible for handling member inquiries via phone and email, processing open enrollment, discussing consumer-driven products, assisting with COBRA enrollment and payment questions, resetting website passwords, helping members complete wellness exams on the company website, and answering general benefit questions. The position requires building rapport with members, providing personalized service, and educating them on special programs and value-added benefits. The representative will promote the use of the TX Health Benefits Pool website and online tools, communicate and explain complex issues, and escalate interactions when necessary. Thorough documentation of interactions and timely follow-up are essential. The role also involves managing cases collaboratively, conducting proactive outbound calls to improve member experience, and identifying potential trends or issues to escalate to management.

Requirements

Member Services
Customer Care
MS Word
Windows
MS Excel
Customer Service
Healthcare
Medical
Benefits
Typing
Customer support
Customer service call center
Customer service
Healthcare
inbound and outbound calls
inbound call

Responsibilities

Answers inbound phone calls and emails from members, answering questions on a wide variety of topics including medical, dental, vision and prescription benefits, spending accounts, wellness programs, open enrollment and COBRA processes, among others.
Accurately completes tasks including insurance benefit and eligibility verification, open enrollment of benefits, updating member contact information, resetting TXHB Online passwords, and ordering member ID cards and spending account cards.
Assists with Qualifying Life Events and benefit coverage.
Builds rapport with members and provides personalized service.
Proactively identifies opportunities to educate membership on special TXHB programs and value-added benefits.
Promotes the use of TX Health Benefits Pool website and online tools to members.
Communicates and explains complex issues and properly escalates interactions when needed.
Thoroughly documents interactions and completes any follow up steps in a timely manner.
Actively manages cases and works collaboratively with other departments and supervisors to ensure resolution.
Conducts proactive outbound calls designed to improve the member experience.
Identifies potential trends/issues related to member experience and escalates those to management as appropriate.