西班牙语双语医疗代表 - 远程
Spanish Bilingual Healthcare Representative - Remote
VXI Global Solutions 是客户服务、客户体验和数字解决方案领域的 BPO 领先企业。公司成立于 1998 年，在北美、亚洲、欧洲和加勒比地区拥有超过 40 个地点，员工人数达 4 万名。我们为全球最受尊敬的品牌提供全渠道和多语言支持、软件开发、质量保证、CX 咨询以及自动化与流程卓越服务。
您是否精通西班牙语和英语？是否对提供卓越的客户服务并帮助他人了解其医疗选择充满热情？如果是，我们期待您的加入！
作为西班牙语双语医疗客服代表，您将是我们致力于客户满意度的核心力量。在此职位中，您将为会员、医护人员和患者提供全面的支持和信息，确保他们充分利用医疗计划和服务的权益。通过遵守合规指南并体现公司的价值观，您将提供卓越的服务，同时与现有和潜在会员建立信任和良好关系。
您将负责以下工作：
· 客户互动：
· 处理会员服务、医保和账单等领域的咨询，协助讲西班牙语和英语的客户。
- 专业地代表我们的客户，处理并记录所有来电查询，包括与特定产品线相关的复杂电话。
- 优质服务：
- 坚持组织的卓越客户关系理念。
- 主动与健康计划、医疗集团和医疗机构人员沟通，收集相关信息以解决会员咨询。
- 问题解决：
- 分析和评估客户问题，启动并协调服务恢复措施。
- 按照既定程序详细记录所有会员互动。
- 医疗知识
- 熟悉健康保险术语（共付额、免赔额、索赔、授权等）。
- 理解医保/医疗补助计划和规定，并解释计划权益、医生网络和覆盖政策。
- 运营卓越
- 利用对公司政策和流程的深入了解，有效满足客户需求。
- 为部门目标和任务做出贡献，同时通过持续培训和使用所需工具保持专业能力。
- 绩效指标：
- 监控并达成客服中心 KPI，包括电话处理、首次通话解决率等。
查看英文原文
VXI Global Solutions is a BPO leader in customer service, customer experience, and digital solutions. Founded in 1998, the company has 40,000 employees in more than 40 locations in North America, Asia, Europe, and the Caribbean. We deliver omnichannel and multilingual support, software development, quality assurance, CX advisory, and automation & process excellence to the world's most respected brands.
Are you fluent in both Spanish and English? Do you have a passion for delivering exceptional customer service and helping others navigate their healthcare options? If so, we want to hear from you!
As a Spanish Bilingual Healthcare Call Center Representative, you will be the cornerstone of our commitment to customer satisfaction. In this role, you will provide comprehensive support and information to members, providers, and patients, ensuring they maximize the benefits of their healthcare plans and services. By adhering to compliance guidelines and embodying our company values, you will deliver extraordinary service while building trust and rapport with current and prospective members.
What You'll Be Doing:
· Customer Interactions:
· Manage inquiries in areas such as Member Services, Medicare, and Billing, assisting Spanish- and English-speaking customers.
- Represent our client professionally by addressing and documenting all incoming queries, including complex calls related to specialized product lines.
- Quality Service:
- Uphold the organization’s philosophy of extraordinary customer relations.
- Proactively engage with Health Plan, medical group, and facility personnel to gather relevant information for resolving member inquiries.
- Problem Resolution:
- Analyze and evaluate customer issues to initiate and coordinate service recovery measures.
- Document all member interactions meticulously following established procedures.
- Healthcare Knowledge
- Demonstrate familiarity with health insurance terminology (copays, deductibles, claims, authorizations, etc.).
- Understand Medicare/Medicaid plans and regulations, and explain plan benefits, provider networks, and coverage policies.
- Operational Excellence
- Leverage a thorough understanding of company policies and processes to meet customer needs effectively.
- Contribute to departmental goals and objectives while maintaining proficiency through ongoing training and use of required tools.
- Performance Metrics:
- Monitor and achieve Contact Center KPIs, including call handling, first call resolution, and member retention.
- Compliance and Ethics:
- Consistently uphold company compliance standards and Code of Conduct, ensuring privacy and confidentiality of member information.
- Adhere to HIPAA regulations to protect personal health information (PHI) and maintain data security.
- Tools and Systems:
- Use multiple systems/screens while assisting callers effectively
- Navigate CRM, EMR/EHR, and ticketing platforms effectively
What You Bring:
· Experience:
· Fluency in both Spanish and English (spoken and written) is required.
- Minimum of two (2) years of customer service or healthcare member-interaction experience.
- Previous call center experience and/or prior experience in the health insurance industry (preferred).
- Education:
- High School Diploma or GED required.
- Skills:
- Outstanding written and verbal communication skills.
- Proven analytical and problem-solving abilities.
- Ability to respond concisely and clearly to customer queries.
- Strong critical thinking and problem-solving skills.
- Typing speed of at least 35 WPM with a 5% or lower error rate.
Success Factors for Working from Home
· To thrive in this remote role, you’ll need:
- Private Workspace: A dedicated, quiet workspace with a door that closes, free from ambient noise.
- Ergonomics: A comfortable desk and chair setup that allows for the proper installation of necessary equipment.
- Reliable Internet Connection: Stable, high-speed internet with a minimum bandwidth of 20 Mbps downstream and 20 Mbps upstream.
- Quiet, Distraction-Free Workspace: A dedicated, quiet area where you can focus on delivering excellent customer service without interruptions.
- Tech-Savvy: Comfort with technology and ability to learn new systems quickly.
- Self-motivation & Independence: Ability to stay productive and manage your time effectively in a remote environment.
- Communication Skills: Strong verbal and written communication skills, especially in a virtual setting.
- Adaptability: Ability to adapt to changing technologies and procedures while working remotely.
What You Will Get:
· Competitive Pay: Enjoy a competitive hourly rate with opportunities for performance-based increases.
- Comprehensive Benefits: Full health insurance coverage, including medical, dental, and vision plans.
- Work Environment: A supportive, engaging, and inclusive work environment with opportunities to grow and develop your skills.
- Career Growth: Abundant advancement opportunities within the organization.
- Inclusive Workplace: We are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans.
- Unique Perks:
- Cell Phone Benefits: $25/month per line for unlimited phone, text, and data (restrictions may apply).
- Referral for Life Program™: Earn residual bonuses for referring employees who join the team and remain with the company.
Join Our Team:
If you are a motivated Spanish-English bilingual professional who wants to make a meaningful impact in the lives of others, we encourage you to apply! Start a rewarding career where your language skills, dedication, and customer service expertise will help shape the future of healthcare services.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Apply using the link: Remote – Spanish Bilingual Healthcare Call Center Representative
All your information will be kept confidential according to EEO guidelines.