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SPANISH BILINGUAL SERVICE DELIVERY CONSULTANT - REMOTE

VXI Global Solutions • Remote • Posted 3 days ago

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Remote • Full-time • Entry Level

Job Highlights

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The Spanish Bilingual Service Delivery Consultant is responsible for enhancing customer satisfaction and retention by providing accurate, consistent, timely, and meaningful information to members, customers, patients, and providers. This role involves handling member inquiries, representing the health plan professionally, initiating contact with relevant parties to resolve concerns, and ensuring compliance with policies and procedures.

Responsibilities

Handle member inquiries regarding various topics including Member Services, Billing, and Medicare.
Represent the Health Plan by answering and documenting all incoming contacts.
Respond professionally to inquiries from internal/external customers.
Initiate contact with appropriate Health Plan, medical group, and facility personnel to obtain relevant information.
Evaluate data to determine and implement the appropriate course of action to resolve complaints and/or coordinate service recovery.
Document conversations with members according to procedure.
Follow established procedures to meet customer/member needs.
Understand relevant policies, processes, and customers.
Assist the department in meeting customer needs and reaching department expectations.
Complete required training and understand how to use tools to recall necessary information.
Develop a full awareness of how performance and actions affect members and Member Service.
Maintain Contact Center performance KPIs for call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted.
Support compliance and the Code of Conduct by maintaining the privacy and confidentiality of information, and protecting the assets of the organization.

Qualifications

Required

Minimum two (2) years of customer service experience or healthcare member-interacting experience.
High School Diploma or General Education Development (GED).
Excellent written and verbal communication skills.
Demonstrated analytical and problem-solving skills.
Ability to read and respond briefly, clearly and effectively.
Ability to think critically and problem-solve.
Typing test - 30 wpm with a 5% or less error rate.
Must successfully pass knowledge checks while in training.

Preferred

Call center experience.
Health insurance experience.

About VXI Global Solutions

Vxi is a leading provider of customer experience and business solutions, specializing in customer service outsourcing for various industries. The company offers inbound and outbound call center services, technical support, sales and lead generation, back-office support, and customer retention programs. With a global presence and a focus on innovation, Vxi remains a trusted partner for businesses looking to enhance their customer engagement strategies.

Full Job Description

The Service Delivery Consultant is responsible for increasing customer satisfaction and retention by providing members, customers, patients and providers with accurate, consistent, timely and meaningful information. They will provide support to members’ inquiries and issues as they utilize the client’s plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Essential Responsibilities:

Available to handle member inquiries regarding:

Member Services: Facility Inquiry, Web Support, Order ID Card, Complaint, ID Card Inquiry, Service Review, Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults.

Medicare

Billing: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review, 1095 Tax Form.

Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues.

Responds professionally to inquiries from internal/external customers. Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization’s philosophy of providing extraordinary customer relations and quality service.

Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.

Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

Documents conversations with members according to the procedure.

Follows established procedures to meet customer/member needs.

Has a substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks.

Ability to understand relevant policies, processes and customers.

Assist the department in meeting customer needs and reaching department expectations.

Completes required training and understand how to use tools available to recall necessary information.

Develop a full awareness of the way performance and actions affect members and Member Service.

Maintains Contact Center performance KPIs for call handling, first call resolution, complaint resolution compliance, member retention, and return contact as warranted.

Consistently supports compliance and the Code of Conduct by maintaining the privacy and confidentiality of information, and protecting the assets of the organization.

Preferred Qualifications:

· Call center experience preferred.

· Health insurance experience preferred

Basic Qualifications:

Experience

· Minimum two (2) years of customer service experience or healthcare member-interacting experience required

· High School Diploma or General Education Development (GED) required.

Additional Requirements:

· Excellent written and verbal communication skills.

· Demonstrated analytical and problem-solving skills.

· Ability to read and respond briefly, clearly and effectively.

· Ability to think critically and problem-solve.

· Typing test - 30 wpm with a 5% or less error rate

· Must successfully pass knowledge checks while in training.

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