Customer Service Representative

firstsourc•Remo, VA

10d

About The Position

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries. With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Requirements

High school diploma or equivalent education
1-3 years of customer service experience
Must be customer service driven and have strong people skills
Should demonstrate empathy, sense of urgency, and follow up through to close any unsolved situation.
Proficient in using computer-based customer service platforms.
Fully bilingual verbal and written (English and Spanish)
Available to work fixed schedule (Monday to Friday), holidays and weekends as needed

Responsibilities

Confers with enrollees by telephone to provide information about services of their respective healthcare insurance plan.
Provides orientation, support and education services on non-clinical matters related to different plan coverages and promotions.
Manages incoming calls and refers to the appropriate resources according to the enrollee’s specific needs.
Documents record transactions, record details of inquiries, as well as actions taken.
Refers unresolved customer grievances to his/her supervisor or to designated departments for further investigation.
Provides support to other projects of Contact Center.
Participates in training and development sessions.
Among other related duties.
Ensures confidentiality and compliance with all state and federal regulations applicable to Health Call Centers, including HIPAA and internal policy for disposing of confidential information material.
Notify any expose of Protected Health Information to the supervisor immediately.
Meets all compliance & job based training as required under regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).