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.
