Bilingual Customer Service Representative

Built on meritocracy, our unique company culture rewards self-starters and those who are committed to doing what is best for our customers.

Health Special Risk, Inc. is seeking a Bilingual Customer Service Representative (English/Spanish) to join our team in Plano, TX. This position will be responsible for assisting callers with inquiries, complaints, or problems and provide an accurate and efficient response. This position will handle a high volume of inbound calls and should seek to create a positive experience for each caller. 

This position will be in office Monday – Friday during training. Once training has been completed, this position will become a hybrid role and will be in the office Tuesday – Thursday and work from home Monday and Friday.

Health Special Risk, operating as a division of Brown & Brown Insurance, specializes in providing Accident & Health, Special Events insurance products, and administrative services to licensed agents, brokers, and insurance companies across the United States.

Health Special Risk offers a benefits and compensation package that meets today’s most important needs and includes:

• Competitive pay based on experience.

• A challenging and stimulating career that provides growth and development.

• Group medical, dental, vision, life, and disability benefits.

• Paid time off and a 401(k) retirement plan as well as an Employee Stock Purchase Plan that allows our employees to purchase Brown & Brown stock at a discounted rate.

• A chance to work for a smaller business and be recognized, while enjoying the stability and benefits of an S&P 500 company as a member company of Brown & Brown, Inc.

If you want to be part of a growing organization that is energetic and driven, contact us today.

JOB DUTIES:

• Professionally handles all incoming calls from claimants or medical providers and ensures that issues are resolved both promptly and thoroughly. 

• Thoroughly and efficiently gathers customer information and then assess and fulfills customer needs. 

• Provides a complete and accurate response to all questions. 

• Creates tickets to the Claims Department for further handling of an issue identified during the call. 

• Ensures that all follow-up calls/actions are done in a timely manner. 

• Documents all calls and any follow-up actions. 

• Maintains a balance between company policy and customer benefit in decision making and handles issues in the best interest of both the customer and company. 

• Strives to meet or exceed call center metrics while providing excellent customer service. 

• Learns and understands all types of policies administered by the company. 

• Completes all required and assigned internal and external training before assigned due dates. 

• Other duties as assigned.

REQUIREMENTS:

• High school diploma or equivalent and one to three years experience in a similar position and/or an equivalent combination of education and experience.

• Bilingual – English/Spanish

• Previous call center experience preferred.

• Proficient with MS Office, specifically Outlook, Word, and Excel.

• In-depth knowledge of medical insurance policies and schedule of benefits.

• Excellent written and oral communication and interpersonal skills.

• High-level typing skills.

• Ability to remain calm in stressful situations. 

• Ability to maintain a high level of confidentiality.

• Familiarity with medical terms and billing preferred.

• Medical insurance background preferred.

• Previous experience using Five9 phone system preferred.

For more information about Health Special Risk, please visit our website at www.hsri.com.  

Teammate Benefits & Total Well-Being

We go beyond standard benefits, focusing on the total well-being of our teammates, including:

• Health Benefits: Medical/Rx, Dental, Vision, Life Insurance, Disability Insurance  
• Financial Benefits: ESPP; 401k; Student Loan Assistance; Tuition Reimbursement 
• Mental Health & Wellness: Free Mental Health & Enhanced Advocacy Services
• Beyond Benefits: Paid Time Off, Holidays, Preferred Partner Discounts and more. 

Not reflective of all benefits. Enrollment waiting periods or eligibility criteria may apply to certai