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Healthcare Customer Service Representative
Resolv Global. Answer inbound calls from health plan members and representatives .
About the role
Key responsibilities & impact- Answer inbound calls from health plan members and representatives
- Listen to customer needs and respond professionally
- Provide accurate information and assistance regarding transportation services
- Handle customer questions and concerns with patience, empathy, and professionalism
- Enter and maintain accurate customer information and data
- Meet established performance and quality expectations
- Follow HIPAA and compliance requirements when handling protected health information
- Escalate transportation or customer service concerns to the appropriate leadership team
- Participate fully in required training and coaching
- Complete required compliance and training courses
- Maintain professional conduct and appearance during training and ongoing coaching
- Participate on camera during required training and meeting sessions
Requirements
What you’ll need- Minimum 6 months of inbound contact center experience OR transferable healthcare experience
- Fully bilingual in English and Spanish
- Excellent verbal and written communication skills
- Strong data-entry skills and attention to detail
- Ability to adapt to a fast-paced call environment
- Comfortable handling difficult or emotional customer situations
- Professional and courteous communication style
- Ability to work independently and manage competing demands
- Moderate experience with Microsoft Teams, Outlook, and Word
- Must maintain a professional appearance and demeanor
- Must be available to be on camera during training and required meetings
- Must meet attendance and punctuality expectations
- Must have download speed of approximately 80-100 Mbps
- Must have upload speed of approximately 12-20 Mbps
- Must have a quiet, distraction-free workspace during scheduled working hours
- Must have no conflicting responsibilities interfering with scheduled work hours
- Must provide own equipment
- Windows 11 PC; Mac not supported
- 16 GB RAM
- Dual monitors
- Webcam and wired USB headset
- i5 processor or higher
- Fibre internet with wired Ethernet connection
- Backup power solution
- Microsoft Teams / Office 365
- Resume must be submitted in English
- Successful completion of applicable background check may be required
Benefits
Comp & perks- Paid weekly in arrears
- Fully remote; work from home in Mexico
- Required training and coaching
- Cultural fit assessment may be included in selection process