Bilingual Customer Service Representative

Struction Solutions is seeking bilingual English/Spanish Client Support Representatives to assist members of Louisiana Medicaid managed care programs. Representatives will answer incoming calls, explain healthcare enrollment options, process member requests, and provide accurate, courteous support in both English and Spanish.

Responsibilities:

• Assist English- and Spanish-speaking members by telephone
• Help members select a health plan and indicate a primary care provider preference
• Explain how to access services through Louisiana Medicaid managed care programs
• Process enrollments, disenrollments, and other member inquiries
• Educate members about managed care, the 90-day choice period, and annual enrollment
• Research and follow up on complicated or unresolved cases
• Document member questions, complaints, and resolutions accurately
• Maintain current knowledge of program policies, procedures, and changes
• Protect member confidentiality and provide unbiased assistance
• Escalate concerns to a Lead Agent or Call Center Supervisor
• Perform additional duties assigned by management

Requirements:

• Fluent verbal communication skills in English and Spanish
• High school diploma or equivalent
• At least one year of customer service experience in a call center environment
• Strong written and verbal communication skills
• Excellent customer service and active-listening abilities
• Proficiency with computers, reports, and multiple automated systems
• Ability to communicate effectively with culturally diverse populations
• Strong organization and attention to detail
• Ability to manage multiple tasks in a fast-paced environment
• Ability to work independently and collaboratively
• Associate degree or equivalent relevant experience preferred
• Experience with Medicaid, managed care, Louisiana Medicaid, or LaCHIP is preferred but not required; program training will be provided