Bilingual Healthcare Contact Center Customer Support Representative

The job overview for this position is that Helpware is seeking a Healthcare Contact Center Customer Support Representative who will be responsible for handling inbound calls from health plan members regarding their benefits. The representative will need to possess excellent customer service skills, a professional demeanor, and a desire to help members navigate their health plan benefits. The primary responsibilities include answering phone inquiries, researching plan documents, resolving problems, and preparing correspondence. The ideal candidate should be 18 years or older, have a high school diploma or GED, and be authorized to work in the United States.

• Answer phone inquiries regarding health care coverage, eligibility for benefits, account status, claims, billing, address changes, and benefits verification.
• Utilize reference material and fee schedules to obtain accurate information.
• Contact sources within or outside the organization to obtain information.
• Identify and determine action to be taken to resolve a variety of problems.
• Prepare or initiate a variety of correspondence and documents to respond to inquiries or to adjust records.
• Prepare routine reports and document all phone inquiries in patient notes.
• Perform other related duties as assigned.
• Demonstrate diplomacy and tact while interacting with all levels within and outside of the organization.
• Maintain composure under pressure situations.

• Must be 18 years or older
• High School Diploma or GED
• Authorization to work in the United States

• Continuous employment commitment during the COVID-19 pandemic
• Personal Protective Equipment provided
• Sanitizing, disinfecting, and cleaning procedures in place
• Social distancing guidelines in place
• Divided work stations
• Remote interview process
• Virtual meetings