Customer Service Representative

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Summary

The Bilingual Customer Service Representative responsible for providing exceptional service and support to customers our members and providers in both in English and Spanish. Assisting customers with benefit inquiries, claims, eligibility, and provider information, while ensuring a high standard of service and professionalism.

Responsibilities

• Speak with enrollees by telephone to provide information about services of their respective healthcare insurance plan.
• Provides orientation, support and education services on non-clinical matters related to different plan coverages and promotions.
• Manages incoming calls and refers to the appropriate resources according to the enrollee's specific needs.
• Documents record transactions, record details of inquiries, as well as actions taken.
• Refers unresolved customer grievances to his/her supervisor or to designated departments for further investigation.
• Provides support to other projects of Contact Center.
• Participates in training and development sessions.
• Among other related duties.
• Ensures confidentiality and compliance with all state and federal regulations applicable to Health Call Centers, including HIPAA and internal policy for disposing of confidential information material.
• Notify any expose of Protected Health Information to the supervisor immediately.
• Meets all compliance & job based training as required under regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).

Qualifications

• High school diploma or equivalent education
• 1-3 years of customer service experience
• Must be customer service driven and have strong people skills
• Should demonstrate empathy, sense of urgency, and follow up through to close any unsolved situation.
• Proficient in using computer-based customer service platforms.
• Fully bilingual verbal and written (English and Spanish)
• Available to work fixed schedule (Monday to Friday), holidays and weekends as needed

Firstsource is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace. All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.

Firstsource participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.