Customer Care Representative I - Bilingual

Anticipated End Date:

2025-11-14

Position Title:

Customer Care Representative I - Bilingual

Job Description:

Customer Care Representative I - Bilingual

Location: Hybrid 1: (2 days in the San Juan office): This role requires associates to be in-office (654 Munoz Rivera, San Juan 00901), two days (Monday and Tuesday) per week, fostering collaboration and connectivity, while providing flexibility to support productivity and work-life balance. This approach combines structured office engagement with the autonomy of virtual work, promoting a dynamic and adaptable workplace.

Please note that per our policy on hybrid/virtual/ work, candidates not within a reasonable commuting distance from the posting location(s) will not be considered for employment, unless an accommodation is granted as required by law 
 

Hours: Monday - Friday, an 8-hour shift between 7 am - 11 pm EST.

The Customer Care Representative I - Bilingual is responsible for successfully completing the required basic training. Able to perform basic job functions with help from co-workers, specialists and managers on non-basic issues. Must pass the appropriate pre-employment test battery.

How will you make an impact: 

• Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims.
• Analyzes problems and provides information/solutions.
• Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis.
• Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner.
• Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information.
• Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature.
• Uses computerized systems for tracking, information gathering and troubleshooting.
• Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims.
• Seeks, understands and responds to the needs and expectations of internal and external customers.
• Associates in this role are expected to have the ability to multi-task, including handling calls, texts, facsimiles, and electronic queues, while simultaneously taking notes and speaking to customers. 
• Additional expectations to include but not limited to: Proficient in maintaining focus during extended periods of sitting and handling multiple tasks in a fast-paced, high-pressure environment; strong verbal and written communication skills, both with virtual and in-person interactions;  attentive to details, critical thinker, and a problem-solver;  demonstrates empathy and persistence to resolve caller issues completely; comfort and proficiency with digital tools and platforms to enhance productivity and minimize manual efforts. 
• Associates in this role will have a structured work schedule with occasional overtime or flexibility based on business needs, including the ability to work from the office as necessary. 
• Performs other duties as assigned.

Minimum Requirements:

• Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background.
• Bilingual (Spanish) or multi-language skills required.
• Must be able to pass a validated language test/assessment.

Preferred Skills, Capabilities and Qualifications: 

• Due to the nature of the calls, candidates must display the ability to show empathy to callers and be able to focus on listening to callers’ needs.

• Previous experience with use of computers as it pertains to typing, learning new systems and ability to use some Microsoft products.

• Ability to work independently and are able to de-escalate callers as needed.

• Ability to multitask effectively in a fast-paced environment, including managing multiple systems and customer interactions