Executive recruitment company Monroe Consulting Group is recruiting on behalf of a global health services company that provides insurance and health-related services to individuals, employers, and government programs. Our distinguished client is currently recruiting for the position Customer Service Representative (Spanish Speaker).Responsibilities:
Providing customer services for international claims for the reimbursement of medical expenses for the unit's dedicated contracts.
Responding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in-depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and customer-friendly.
Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
Taking ownership of difficult or high-value files.
Responding via the most efficient channel (e.g. phone, e-mail, letter, etc).
Following up on the individual workload and taking appropriate action when agreed targets are not met.
Pro-actively optimising the unit's workflows to achieve set targets.
Providing accurate file information to internal employees where required.
Tracking procedural irregularities and raising these with the Team Leader.
Raising problems or difficult issues with the Head.
Actively working to maintain a co-operative and friendly working environment.
Requirements
You have a master degree or equal through experience.
You have good knowledge of English (both spoken and written), additional languages such as (Thai, Mandarin & Spanish) are required.
Medical terminology
Use of necessary reference works
Knowledge of Microsoft Office and proprietary IT applications
Written skills: conveys messages in clear language, paying attention to accent/circumstances
and appropriate style.
Customer-focused: communicates empathically.
Skilled decision-maker: takes the right action on allocated files based on the information available.
Accurate: works accurately by giving complete and correct answers
Responsible: ensures that assigned contracts are followed up in a diligent, timely and accurate manner.
Disciplined: follows procedures, agreements and document flows correctly.
Efficient: able to strike the right balance between quality and quantity.
Team-player: enjoys working as part of a team.
Computer-literate: quick to learn current office applications and International in-house systems..
Discrete: exercises utmost discretion when dealing with confidential (medical) information.#J-18808-Ljbffr