Customer Service Representative

BILINGUAL CUSTOMER SERVICE REPRESENTATIVES

Work Location: Remote MUST LIVE IN FLORIDA OR OKLAHOMA

Job Type: Full-time

Pay: $15.50 per hour

About Firstsource 

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Description:

Review and respond to all email communications no later than 24 hours from receipt.

Conduct outbound calls and/or campaigns when directed.

Thoroughly document all customer transactions in host system.

Adhere to scheduled shifts to ensure optimal phone coverage.

Ensure compliance to all regulatory guidelines.

Safeguard and secure all PHI from misuse in strict accordance with Information Security Policies and Procedures.

Follow safety guidelines outlined by Illness and Injury Prevention Program.

Incentive ProductionIncentives are given for training and production but change monthlyRegular Shift: 8 hrs 1-30 min lunch, 2-15 min breaksHours of operation7am est - 11pm est Monday-Friday (some weekends/holidays during OE)

OT expectations: some required/some volunteer 

Open Enrollment: weekends rotate-2 days off during weekAttendance:No PTO or time off during training or OJTTraining schedule

Training Class 9am est – 6 pm est (1 hour lunch) – 100% attendance discipline required.hours9am est -6pm est (1 hour lunch)

Incentive Training:Incentives are given for training and production but change monthlyHeadsets are a requirement of the agent

Most new agents get hours in mid to late shift (shift bids are done quarterly) Flexibility is important 

Specific qualifications for this medical role include:

High School diploma or GED
1 Year Call Center Exp

Six months healthcare claims experience.

Ability to read and interpret general business correspondence, procedure manuals, and specific plan documents
Basic mathematical skills
Intermediate typing skillsOther requirements include:Sitting for long periods of time
Flexibility of schedule especially when overtime is in place
Private/secured room without distraction
Ability to multitask
Specific to processing: Able to look for data entry differences
Following written directions (emails, SOP documents)
Self-motivation
Ability to prioritize work
Thinking outside the box and making judgement calls
Ability to adapt to change