Customer Service Representative

Responsibilities

• Provide exceptional bilingual customer service to healthcare members and providers via telephone
• Assist customers with inquiries regarding benefits, claims, eligibility, and provider information
• Provide orientation, support, and education on non-clinical matters related to plan coverages
• Manage incoming calls and refer enrollees to appropriate resources based on specific needs
• Document all transactions, inquiry details, and actions taken accurately in the system
• Ensure strict confidentiality and compliance with HIPAA and all state and federal regulations
• Escalate unresolved customer grievances to supervisors or designated departments

Requirements

• High school diploma or equivalent education
• 1-3 years of customer service experience
• Fully bilingual in verbal and written English and Spanish
• Proficient in using computer-based customer service platforms
• Ability to work a fixed schedule (Monday to Friday), including holidays and weekends as needed
• Strong people skills with a demonstrated sense of empathy and urgency

About the Company

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.