[Remote] Bilingual Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. 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.ResponsibilitiesResolving 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 informationThoroughly and completely documenting all customer interactionsEducating customers and dental professionals on eligibility, benefits, claims payment, and authorizationsEducating on the usage and benefits of self-service toolsAssisting members on gaining access to care by locating a network dentist or assignment to a primary care dentistDirecting inquires to necessary departments or individuals when the resolution of the inquiry is beyond the span of control for this roleResponding to customer inquiries in a courteous and professional mannerResearching 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 interactionsResponding to and resolving internal and external complex customer inquiriesResolving claim payment inquiries by researching and analyzing patient activity and determining appropriate action to be takenTaking ownership of the resolution and setting expectation for follow upEnsuring resubmissions, stop payments, and voids are appropriately handledMeeting or exceeding individual, department, and client specific goalsUnderstanding and adhering to all client administrative and contractual policies and proceduresSuggesting ways to improve the service delivery processes contributing to the success of the organizationOther duties as assignedSkillsFluent in both English and Spanish, with the ability to accurately translate and communicate medical terminologyHigh School Diploma or Equivalent2 years experience in a customer service environmentAbility to multi-task using multiple applications simultaneouslyAbility to set-up computer equipment and troubleshoot issues with minimal assistanceProfessional verbal and written communication skillsAbility to operate a computer and knowledge of Microsoft Office applicationsStrong organizational skills and attention to detailAbility to work independently and with a teamAbility to learn quickly and adapt to a fast pace production environmentCooperative, professional and effective interaction skillsCritical thinking and problem solving skillsAbility to tolerate repetitive work without compromising accuracy and service levelsAttend additional training as requested/deemed necessaryPrivate, 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 serviceMust remain on camera during working hoursExperience in healthcare or related industry experienceMedical/Dental terminology knowledge experienceMedicare/Medicaid knowledgeClaims/Billing and coding experienceBenefitsMedical, Dental, and Vision insurance401(k) Retirement Savings PlanPaid Time OffPaid T-Mobile cell serviceEmployee referral programEmployee PerkSpot (discounts on retail, hotel, food, restaurants, car rental and much more!!)Company Overviewibex delivers innovative business process outsourcing (BPO), smart digital marketing, online acquisition technology, and end-to-end customer engagement solutions to help companies acquire, engage and retain valuable customers. It was founded in 2004, and is headquartered in Washington, District of Columbia, USA, with a workforce of 10001+ employees. Its website is http://www.ibexglobal.com/.