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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills by effectively responding to inquiries and resolving issues while utilizing digital tools and maintaining detailed documentation. Bilingual communication in Spanish is essential for addressing diverse customer needs.
Highest-signal resume keywords
Bilingual (Spanish) SkillsCustomer Service ExperienceProblem-Solving SkillsVerbal And Written Communication SkillsAttention To Detail
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data AnalysisInformation ExtractionDatabase DocumentationAutomated Customer ServiceMultitasking
Soft Skills
EmpathyPersistenceCritical Thinking
Tools & Technologies
PC/Image StationComputerized Systems
Certifications & Qualifications
High School Diploma Or EquivalentValidated Language Test/Assessment
Industry Keywords
Customer RelationsOperational ChallengesClaims ProcessingEligibility Verification
About the role
Key responsibilities & impact- Complete required basic training
- Respond to customer questions by telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Analyze problems and provide information and solutions
- Operate a PC/image station to obtain and extract information
- Document information, activities, changes, and inquiry outcomes in databases
- Develop and maintain positive customer relations
- Coordinate company functions to handle customer requests and questions appropriately and promptly
- Research and analyze data to address operational challenges and customer service issues
- Provide internal and external customers with requested information
- Receive and place follow-up telephone calls and emails regarding routine customer questions
- Use computerized systems for tracking, information gathering, and troubleshooting
- Seek, understand, and respond to internal and external customer needs and expectations
- Handle calls, texts, facsimiles, and electronic queues while simultaneously taking notes and speaking with customers
- Perform other duties as assigned
Requirements
What you’ll need- HS diploma or equivalent
- Previous experience in an automated customer service environment
- Any combination of education and experience providing an equivalent background
- Must pass the appropriate pre-employment test battery
- Bilingual (Spanish) or multi-language skills required
- Must pass a validated language test/assessment
- Ability to work from the office as necessary and commute within a reasonable distance of the posting location unless accommodation is granted
- Ability to multitask while handling calls, texts, facsimiles, electronic queues, note-taking, and customer conversations
- Ability to maintain focus during extended periods of sitting
- Strong verbal and written communication skills
- Attention to detail, critical thinking, and problem-solving skills
- Empathy and persistence in resolving caller issues
- Comfort and proficiency with digital tools and platforms
- Ability to work a structured schedule with occasional overtime or flexibility based on business needs
- For certain patient/member-facing roles, vaccination against COVID-19 and Influenza is required unless an acceptable explanation is provided
Benefits
Comp & perks- Merit increases
- Paid holidays
- Paid Time Off
- Incentive bonus programs
- Medical benefits
- Dental benefits
- Vision benefits
- Short-term disability benefits
- Long-term disability benefits
- 401(k) match
- Stock purchase plan
- Life insurance
- Wellness programs
- Financial education resources
- Hybrid/virtual work flexibility
- Accommodation support for applicants requiring accessibility assistance