Bilingual Customer Service Representative Job at Avesis, Incorporated
Join us for an exciting career with the leading provider of supplemental benefits!
Our Promise
Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
As a Bilingual Customer Service Representative your duties revolve entirely around providing empathy and compassion to Avesis’ Members, Customers, and Provider relationships. Responsibilities include, but are not limited to, developing and enhancing relationships, responding to inquiries, and investigating, analyzing, and resolving issues for our members. You will assist with eligibility verification, pre-authorizations, denials, along with claim status and payment amounts regarding their Dental, Vision, and ancillary benefits. This work will all be done using our internal Avesis resources and online portals. Bilingual CSRs will be responsible for providing world-class customer service and maintain complete and accurate documentation of all interactions. Our chosen candidates will demonstrate responsiveness and a sense of urgency while resolving customer concerns and inquiries and maintain a high level of productivity and service quality standards while continually supporting individual, team, and company goals and initiatives.
Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards.
Essential Job Functions:
- Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
- Capture member information accurately and update systems with complete and concise data.
- Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
- Investigate issues that cannot be resolved at the time of initial call. Collaborate with internal teams to research and follow up with the Member until a resolution occurs.
- Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality and professionalism.
- Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member.
Requirements:
- Fluent (Reading and writing) in English and Spanish REQUIRED.
- High School Diploma or GED required.
- 1 year of customer service experience required.
- Experience working in a high volume, healthcare, call center environment highly desired.
- Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims preferred.
- Ability to work 40 hours/week, Monday - Friday, with availability between 7:00 a.m. and 8:00 p.m. Eastern Time required.
- Proficient computer skills including Microsoft Word, Excel, Outlook required.
- Capacity to work unencumbered and independently in a home office/virtual environment.
- Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload required.
- Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
- Demonstrated sensitivity, empathy, and compassion with Member callers.
- Able to maintain confidentiality and adhere to HIPPAA requirements.
- Excellent written communication: ability to document caller interactions in a concise manner.
- Active listening skills while providing exceptional customer service.
- Excellent verbal communication skills with the ability to present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations.
- Able to apply logical thinking when evaluating problems.
- Adept to interacting with diverse populations.
- Overtime may be required at times during peak seasons.
We Offer
- Meaningful and challenging work opportunities to accelerate innovation in a secure and compliant way.
- Competitive compensation package.
- Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
- Life and disability insurance.
- A great 401(k) with company match.
- Tuition assistance, paid parental leave and backup family care.
- Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
- Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
- Employee Resource Groups that advocate for inclusion and diversity in all that we do.
- Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability.
Equal Employment Opportunity
At Avēsis, We See You. We celebrate differences and are building a culture of inclusivity and diversity. We are proud to be an Equal Employment Opportunity employer that considers all qualified applicants and does not discriminate against any person based on ancestry, age, citizenship, color, creed, disability, familial status, gender, gender expression, gender identity, marital status, military or veteran status, national origin, race, religion, sexual orientation, or any other characteristic. At Avēsis, we believe that, to operate at the peak of excellence, our workforce needs to represent a rich mixture of diverse people, all focused on providing a world-class experience for our clients. We focus on recruiting, training and retaining those individuals that share similar goals. Come Dare to be Different at Avēsis, where We See You!
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