Bilingual Customer Service Representative - Tallahassee, FL - Hybrid

Bilingual Customer Service Representative - Tallahassee, FL - Hybrid Location: Tallahassee, FL 32301-5020 Summary As a Bilingual Customer Service Representative at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well‑being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position. Your role in our mission Answers telephones and responds to basic customer questions and/or forwards to appropriate personnel and provides consultancy utilizing knowledge and expertise on insurance and healthcare. Develops and implements general insurance and health care policies in accordance with state and federal laws and provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions. Responds to provider appeals and meets with providers to resolve problems/issues. Advises provider review councils, state officials and works with organized healthcare groups and associations on various medical issues related to insurance and healthcare programs. Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation. Interfaces with team members, management, and customers in reference to customer service issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions. What we're looking for Bilingual proficiency in English and Spanish is required 2 or more years of customer service experience in any industry Knowledge of basic help desk software, computer software and Microsoft Office applications Strong problem‑solving skills to bring inquiries to effective resolution Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries What you should expect in this role Call Center Hours of Operation: 7:00 AM – 6:00 PM candidate must be able to work any assigned 8‑hour shift between these hours. This is a hybrid position for candidates living in Tallahassee, FL area. Video cameras must be used during all interviews, as well as during the initial week of orientation. Full‑time (40 hours a week) Most benefits start on the first day of employment. In order to effectively work as a teleworker with Gainwell, employees with Broadband Internet connections should have a minimum speed of 24 MBS download and 8 MBS upload. Greater speeds will of course provide better performance. To test your internet download and upload speed: Go to Google Search for Internet Speed Test or click here. Pay Range The pay range for this position is $37,440 - $41,600 per year; however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors. Benefits All salaried, full‑time candidates are eligible for a generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. Most benefits start on the first day of employment. We also have a variety of leadership and technical development academies to help build your skills and capabilities. Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits. #J-18808-Ljbffr