Bilingual Customer Service Representative

ibex is a company that values energy, teamwork, and growth opportunities. The Bilingual Customer Service Representative will engage with customers to address inquiries and provide assistance regarding products and services, ensuring a professional company image and superior service.

Responsibilities:

• Resolving coordination of benefits inquires by analyzing patient activity (including enrollment, third party liability, claims attachments)
• Having a comprehensive understanding of insurance coverage and being able to interpret and communicate accurate information
• Thoroughly and completely documenting all customer interactions
• Educating customers and dental professionals on eligibility, benefits, claims payment, and authorizations
• Educating on the usage and benefits of self-service tools
• Assisting members on gaining access to care by locating a network dentist or assignment to a primary care dentist
• Directing inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this role
• Responding to customer inquiries in a courteous and professional manner
• Researching and consistently providing accurate information to resolve all member and provider inquiries through verbal and written communications through all channels including phone, email, web portal, and chat interactions
• Responding to and resolving internal and external complex customer inquiries
• Resolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be taken
• Taking ownership of the resolution and setting expectation for follow up
• Ensuring resubmissions, stop payments, and voids are appropriately handled
• Meeting or exceeding individual, department, and client specific goals
• Understanding and adhering to all client administrative and contractual policies and procedures
• Suggesting ways to improve the service delivery processes contributing to the success of the organization
• Other duties as assigned

Requirements:

• Fluent in both English and Spanish, with the ability to accurately translate and communicate medical terminology
• High School Diploma or Equivalent
• 2 years experience in a customer service environment
• Ability to multi-task using multiple applications simultaneously
• Ability to set-up computer equipment and troubleshoot issues with minimal assistance
• Professional verbal and written communication skills
• Ability to operate a computer and knowledge of Microsoft Office applications
• Strong organizational skills and attention to detail
• Ability to work independently and with a team
• Ability to learn quickly and adapt to a fast pace production environment
• Cooperative, professional and effective interaction skills
• Critical thinking and problem solving skills
• Ability to tolerate repetitive work without compromising accuracy and service levels
• Attend additional training as requested/deemed necessary
• Private, distraction free workspace (not a shared/common area of the home)
• Hard wired ethernet internet connection with minimum speeds of 50 Mbps Download / 10 Mbps Upload. (5G, hotspots, and satellite internet not supported)
• Active wireless phone service
• Must remain on camera during working hours
• Experience in healthcare or related industry experience
• Medical/Dental terminology knowledge experience
• Medicare/Medicaid knowledge
• Claims/Billing and coding experience