[Remote] Bilingual Customer Service Representative (Remote)

Note: The job is a remote job and is open to candidates in USA. USCB America is a 100% employee-owned accounts receivable company established in 1915. They are seeking a Bilingual Customer Service Representative to perform various call center activities including handling high volumes of inbound and outbound calls, assisting patients with inquiries, and maintaining compliance with regulations.

Responsibilities

• Handle high volume of inbound and outbound calls to/from members and providers to include queue callbacks, return voicemails and leaves message for patients, if not available during a queued call back
• Work in client’s IVR (CX1/Nice) & CRM (EPIC Tapestry) systems along with any other system dictated by client
• Must successfully learn and reference Project Scripts and FAQs for proper call handling
• Must adhere to all requirements to be compliant with the client to achieve a 5-star rating
• Must successfully attend and pass all required training (classroom; in-house; virtual)
• Responsibilities will include providing empathetic and knowledgeable assistance, navigating policy details, assisting with billing issues, and ensuring a seamless customer experience
• Ensure emails are reviewed and responded to per management expectations. Meeting KPIs and Service Level Agreements
• Maintain an average 6-minute handle call time. First call resolution
• Maintaining accurate records of patient interactions and transactions in detail. Updating patient information in client’s system
• Demonstrates attention to detail; achieves the determined production, quality, and work performance expectations
• Performs special projects as assigned
• Maintains compliance with CMS, FDCPA, FCRA, HIPAA plus local, state, and federal laws
• Adheres to all company policies, procedures and standards

Skills

• High speed internet connection (no Wi-Fi)
• A private and quiet workplace in your home where you can work without background noise
• A laptop with an extra monitor OR desktop computer with dual monitors (No MacBooks or Chromebooks)
• Basic headset or earbuds
• A webcam for trainings and meetings
• Must have a minimum of 6 months' Customer Service experience
• Displays excellent oral and written communication skills; possesses excellent organizational and follow-up skills
• Possesses and demonstrates professional telephone demeanor and customer-centric attitude to maintain a pleasant interaction
• Possesses knowledge, skill, and ability to navigate computer systems, applications/software, telephone, fax scanner and copier
• Ability to assess situations and find effective solutions. Analytical skills to identify and address underlying issues
• Interacts successfully with all levels of staff and management; responds positively to direction and supervision
• Demonstrates the ability to work in a fast-paced environment; Efficiently manage multiple tasks and customer inquiries
• Displays the ability to keyboard 40 wpm; is proficient in Word, Excel and Outlook
• Physical ability to sit at a workstation for 2 hours without interruption
• Possesses a high school diploma or equivalent
• Must successfully pass a criminal history screening
• Knowledge of medical terminology, standard hospital operations and financial services preferred but not required

Benefits

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Company Overview