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Bilingual Healthcare Customer Service Advocate/Mastiff in El Paso, TX at HGS

Date Posted: 3/27/2018

Job Snapshot

Job Description

As a Customer Service Associate, you will help and work with customers and members to improve their health, well-being and sense of security. The primary role of Customer Service Advocate is respond to complex inquiries regarding benefits, billing, eligibility, coverage and other related information and provide solutions for customers, clients and health care professional via phone and email. Creative problem solving, critical thinking and empathy skills are essential. Professional interaction, active and passive listening skills and the ability to utilize computer- based resources in a highly effective manner to educate and provide accurate responses to customer inquiries is crucial for success in the role, along with the innate ability to be compassionate and empathetic when appropriate when handling complex customer inquiries.

Principal Duties and Responsibilities:

  • Answer and handle telephone calls described in the call programs, to identify, process, and resolve inquiries
  • Research, document, and attempt to resolve all inquiries during the call
  • Identifies and resolves problems in a timely fashion following established guidelines and follows through to customer resolution
  • Responsible for documenting calls in the specific business system
  • Responsible to work cases assigned to agent to resolve members inquiries

Job Requirements

  • High School Diploma or equivalent required, Associates or Bachelor’s degree preferred
  • 1+ years of customer service experience analyzing and solving customer problems required; call center experience a PLUS
  • Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer.
  • Knowledge of Medical Terminology a PLUS
  • Excellent written and oral communication skills
  • Ability to perform in a high volume, fast paced call center environment
  • Proven ability to work independently as well as a productive member of a team
  • Exceptional organizational and time-management focus
  • Must be Bilingual (Spanish/English)


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