Schedule: Monday-Friday, 8:00 AM-5:00 PM
Position Summary
We are seeking a Bilingual Customer Service Analyst to provide exceptional support to patients through a high-volume contact center environment. This role is responsible for assisting callers with healthcare-related inquiries, verifying member information, reading required disclosures, and helping patients locate doctors and pharmacies based on their zip code. The ideal candidate is customer-focused, detail-oriented, and comfortable navigating multiple systems, including Salesforce.
This position consists of approximately 90% inbound calls and 10% outbound calls.
Key Responsibilities
- Handle a high volume of inbound customer service calls from patients and members.
- Conduct outbound calls as needed for follow-up and resolution purposes.
- Verify patient and member information accurately while adhering to compliance requirements.
- Read required disclaimers and scripted communications when applicable.
- Assist patients in locating participating physicians, specialists, and pharmacies using zip code-based searches.
- Document all customer interactions, inquiries, and resolutions within Salesforce.
- Research and resolve customer issues while maintaining professionalism and empathy.
- Maintain confidentiality of sensitive patient information and comply with HIPAA guidelines.
- Meet quality, productivity, and attendance expectations.
- Collaborate with team members and leadership to ensure a positive customer experience.
Required Qualifications
- Bilingual proficiency (English and Spanish preferred).
- High school diploma or GED required.
- Minimum of 1 year of customer service, call center, healthcare support, or related experience.
- Strong verbal and written communication skills.
- Experience using computer systems and navigating multiple applications simultaneously.
- Ability to accurately verify and document customer information.
- Strong attention to detail and problem-solving abilities.
- Ability to work in a structured, fast-paced environment.
