Bi-Lingual Customer Service Representative

Job Title: Bi-Lingual Customer Service Representative (CSR)

Department: Customer Service

Location: Mishawaka, IN

Classification: Non-exempt

Reports to: Team Support/Team Lead

Created on: 1/1/2020

Summary:

The Bi-lingual Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service.

Essential Functions:

• Handles incoming and outgoing calls with English & Spanish speaking members, caregivers, doctors and other outside providers regarding members’ accounts and product needs.
• Accesses and enters data in member accounts following HIPAA guidelines.
• Verifies insurance following established verification processes.
• Creates documentation to ensure supplies are shipped per insurance guidelines.
• Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
• Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
• Makes suggestions for process improvements.

Key Competencies:

• Accountability
• Action Oriented
• Communicates Effectively
• Customer Focus
• Nimble Learning
• Being Resilient
• Resourcefulness
• Self-Development
• Instills Trust