Bilingual Customer Service Representative

• Answer inbound calls from members, member representatives, agent brokers, providers, health plan employees, ship employees and clients.

• Perform outbound calls to resolve pended issues and COB surveys.

• Research callers inquiries using internal knowledge database, client website, routes and escalation process to resolve concerns.

• Clear and concise documentation of each task is required.

• Timely resolution of self-pended calls.

• Alert supervisor and management to any known telephone, systems, policies and procedures or other obstacles interfering with customer satisfaction and delivery of timely service.

• Perform as an advocate by educating the caller of all necessary information and alternatives as it relates to the call to promote one call resolution

• Develop and maintain effective working relationships with internal and external customers

• Adhere to department and corporate guidelines. Follow internal policy and procedures

• De-escalate situations in a professional, calm and customer focused manner

• Utilize department best practices to increase productivity, once call resolution and patient satisfaction

• Other duties as assigned

• Bilingual in Spanish (fluency in the spoken and written Spanish language required, not just conversant).

• HS Diploma or equivalent GED.

• One year of previous customer service experience, preferably in a health care industry or inbound call center environment.

• Familiar with standard concepts, practices and procedures with dispensing pharmacies is preferred but not required.

• Ability to analyze situations and make independent decisions while remaining within department guidelines.

• Ability to demonstrate professional telephone etiquette and soft skills

• Excellent verbal and written skills.

• Reliable and Dependable.

• Ability to learn quickly, adapt in a fast pace and ever changing work environment.

• Ability to work in a structured department while maintaining a positive attitude.

• Ability to use probing skills to identify unspoken concerns and assist with problem resolution.

• Ability to demonstrate a strong work ethic to produce favorable results while maintaining mutual respect for others.

• Works effectively with others to produce favorable results.

• Proficient knowledge of Window based applications and Microsoft Outlook.

• Knowledge of FACETS and AS400 applications preferred but not required.