Sr. Customer Service Representative - Billing (Bilingual - English/Spanish)
About The Position
As a Billing Customer Service Representative, you will provide members with the information they need to make better decisions about their health, helping them access the right care. Daily tasks involve providing compassionate and empathetic support to 50 to 70 callers, offering guidance, support, and resolution for escalated issues. This role is both challenging and rewarding, requiring you to be on the phone for extended periods, interact with diverse communication styles and personalities, and manage stressful situations. You will be responsible for resolving complex health care concerns in a positive and simplified manner, ensuring callers fully understand their health care plans and solutions.
Requirements
- Bilingual - English/Spanish
- Ability to work a full-time, Monday - Friday work schedule with a daily 9-hour shift, including breaks and lunch
- Ability to work between the hours of 8:30 AM and 8:00 PM, all ET
- Ability to fully attend the training program for the first 90 days of employment
- Ability to attend all trainings during the initial training program (Phase I: 8:30 AM to 5:00 PM; Phase II: 9:00 AM to 5:30 PM)
- Ability to be on the phone for long periods of time
- Ability to encounter all types of communication styles and personalities
- Ability to deal with stressful situations
- Ability to resolve complex health care concerns
Responsibilities
- Provide members with information to make better decisions about their health
- Help members get access to the right care the first time
- Provide compassionate and empathetic support to 50 to 70 callers daily
- Provide guidance, support, and resolution for escalated issues
- Resolve conflicts or issues
- Deal with stressful situations and resolve complex health care concerns in a positive, simplified manner
- Deliver an exceptional and consistent customer experience of a moderate complexity
- Utilize multiple customer communication channels, which may include voice, mail, email, chat, AI related inquiries, etc.
Benefits
- Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
- Best-in-class well-being programs
- Annual, no-cost health assessment program Blueprint for Wellness®
- healthyMINDS mental health program
- Vacation and Health/Flex Time
- 6 Holidays plus 1 "MyDay" off
- FinFit financial coaching and services
- 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
- Employee stock purchase plan
- Life and disability insurance, plus buy-up option
- Flexible Spending Accounts
- Annual incentive plans
- Matching gifts program
- Education assistance through MyQuest for Education
- Career advancement opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
