[Hiring] Bilingual Customer Care Rep @SKYGEN

Role Description

Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience.

• Servicing our Dental and Vision callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area.
• Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests.
• Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution.
• Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information.
• Act as liaison between our organization and the client’s Member Services staff to resolve issues such as eligibility and filing appeals and grievances.
• Provide updates to providers with questions regarding the status of their credentialing application.
• Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available.
• Ensure all calls are answered according to company and client guidelines.
• Accurately document call information and resolution in our internal systems.
• Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported.
• Properly identify issues that need to be escalated appropriately to the leadership team.

Qualifications

• High school diploma or equivalent.
• 1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail.
• Must be fluent in Spanish.
• Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook.
• Ability to work occasional overtime as needed.
• Excellent listening and communication skills.
• Superior customer service skills including the natural ability to provide empathy.
• Strong data entry/typing skills.
• Strong navigation skills and the ability to multi-task.
• Excellent attention to detail.
• Critical thinking skills to quickly analyze and clearly understand a specific request or customer need.
• Leverage knowledge and resources to provide the appropriate solutions.

Requirements

• 1+ years of job related customer service experience within the dental, vision or medical industry (preferred).
• Previous experience working in a virtual environment (preferred).
• Understanding of dental, vision and/or medical insurance terminology (preferred).
• Previous call center experience (preferred).

Benefits

• Career growth in an inclusive culture.
• Paid training.
• Health benefits.
• 401(k).

Company Description

SKYGEN is the trusted partner for specialty benefits payers and government agencies responsible for the delivery and administration of dental and vision benefits. Through cutting-edge technology and service solutions, SKYGEN empowers clients to become the most efficient, effective healthcare organizations in the country.

Equal Opportunity Employer, including Protected Veterans and Individuals with Disabilities.