Key Responsibilities
Quickly build rapport and respond to Spanish speaking customers in a compassionate manner by identifying and exceeding expectations by responding in a respectful, accurate, timely manner, consistently meeting commitments via phone, email and instant message
Ability to customize customer service approach to meet all types of member communication styles and personalities while maintaining professionalism, and diplomacy during difficult calls? Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
Skillfully translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon
Read and understand client?s plan documents and online knowledge base tools while collecting relevant information to determine immediate requests/questions and also to anticipate the future needs of the member
Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
Maintain and document complete and accurate call and case notes in English is a professional manner
Regularly participate in team meetings and training
You will spend the majority of your time assisting customers
Perform other duties as assigned
Bloomington, MN
