Bilingual Healthcare Call Center

This is a fully remote position, open to applicants in Texas.

📋 Description

• Respond to incoming phone calls and emails from members concerning medical, dental, vision, prescription, spending account, wellness, open enrollment, and COBRA inquiries.

• Carry out tasks related to insurance benefit and eligibility verification, as well as open enrollment.

• Update member contact details, reset TXHB Online passwords, and request member ID and spending account cards.

• Provide assistance with Qualifying Life Events and benefit coverage queries.

• Establish rapport with members and offer tailored service.

• Inform members about TXHB programs and additional value-added benefits.

• Advocate for the TX Health Benefits Pool website and its online resources.

• Clearly communicate and elucidate complex issues and escalate interactions as necessary.

• Record interactions and ensure follow-up actions are taken promptly.

• Manage cases effectively and collaborate with departments and supervisors to resolve issues.

• Conduct proactive outbound calls to enhance the member experience.

• Recognize and escalate trends and issues related to member experience to management.

⛳️ Requirements

• This is an entry-level position.

• Background in member services, customer care, and customer support.

• Knowledge of healthcare and medical benefits.

• Familiarity with insurance benefits, eligibility verification, open enrollment, COBRA processes, wellness programs, and spending accounts.

• Proficient in MS Word, MS Excel, and Windows operating systems.

• Competent typing skills.

• Experience managing both inbound and outbound calls.

• Customer support and call center experience preferred.

• Capacity to communicate and clarify complex issues and appropriately escalate interactions.

• Ability to accurately document interactions and ensure follow-up steps are completed.

• Skill in working collaboratively with departments and supervisors.

🏝️ Benefits

• Medical, dental & vision coverage.

• Critical Illness, Accident, and Hospital insurance.

• 401(k) Retirement Plan with options for Pre-tax and Roth post-tax contributions.

• Life Insurance (Voluntary Life & AD&D for employees and dependents).

• Short and long-term disability coverage.

• Health Spending Account (HSA).

• Transportation benefits.

• Employee Assistance Program.

• Paid Time Off/Leave (PTO, Vacation, or Sick Leave).