Customer Care Representative I - Bilingual (Spanish)

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 accommodation is granted as required by law.
  

Hours: A shift would be assigned between between 7:50 AM and 8 PM Eastern. Candidate must reside within a commutable distance to the Miami office.

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 you will 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.

• This position is defined as virtual, or work-from-home, however you may need to report into a local office periodically.

Minimum Qualifications:

•  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 Experiences:

• Excellent organizational and time management skills strongly preferred