Customer Service Representative - Bilingual Spanish, Healthcare

Essential Duties and Responsibilities:

- Provides customer service for basic and routine inquiries and problems via multiple possible channels (i.e.

telephone, emails, web chats, or written letters).

- Calls are basic and routine.

- Uses computerized system for tracking, information gathering, and/or troubleshooting.

- Provides feedback when needed, provide input on call trends, processes, procedures, and training.

- May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

- Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses

- Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules

- Utilize standard technology such as telephone, e-mail, and web browser to perform job duties

- Assist caller(s) with filling out online applications and submitting electronically to plan provider for processing

- Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller

- Refer calls as required to CSR Lead

- Maintain up-to-date knowledge of client regulations and policies

- Report problems that occur via the online system so they can be addressed by the appropriate parties

Minimum Requirements

- High School diploma or equivalent with 6 months of customer service experience.

- Must be fluent in English and specified secondary language.

- Must be able to speak and read Spanish fluently

- Ability to work within established turnaround times

- Must have excellent interpersonal skills and the ability to organize simultaneous tasks

- Ability to work as a member of a team

- Regular and predictable attendance is required

- Must participate and certify in internal CCO training to begin this role.

- Medicare will be expected to participate in and certify in internal Tier I Claims Part A, Claims Part B, and Claims DME training at a later date to complete your Tier I training for this role.

- May be required to work overtime and scheduled holidays.

- Working on-site at our office location is a key requirement for this position.

Being physically present at the worksite is essential for effective collaboration, communication, and supervision.

Applicants must be able to perform their duties on-site and meet attendance requirements.

Remote or at-home work options are not available for this role until completion of at least one year of employment with above-average performance, based on specified program criteria and at the company's discretion.

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EEO Statement

Maximus is an equal opportunity employer.

We evalua...