Bilingual Call Center Provider Technical Support Agent - Remote CA

Summary

The Bilingual Call Center Provider Technical Support Agent provides customer service and support to healthcare providers over the phone in English and Spanish. This role helps providers access and use the Provider Portal, answer questions, research issues, and find solutions.

We are looking for someone who is fluent in English and Spanish with four or more years of customer service, call center, or other telephone experience. You should be comfortable using computers, learning new systems, and helping customers solve problems.

Your role in our mission

• Answer incoming calls from healthcare providers and provide customer service and support in English and Spanish.
• Help providers access and navigate the Provider Portal, including account setup, passwords, login issues, and other basic support.
• Assist with questions related to claims, eligibility, payments, authorizations, and other information available through the portal.
• Research and troubleshoot provider questions using available systems and resources, providing clear information or additional support when needed.
• Accurately document customer interactions and resolutions while following established customer service, quality, privacy, and security procedures.

What we're looking for

• Fluent in English and Spanish, with the ability to communicate effectively with customers in both languages.
• Four or more years of customer service, call center, or other telephone experience.
• Strong customer service, communication, and problem-solving skills.
• Comfortable using computers, navigating multiple systems, and learning new applications.
• Ability to work in a fast-paced call center environment, manage multiple tasks, and accurately document customer interactions.

What you should expect in this role

• Spend the majority of your day assisting healthcare providers by phone in English and Spanish.
• Use multiple computer systems while researching and answering provider questions.
• Receive training on the Provider Portal, claims processes, healthcare transactions, and systems used in the role.
• Work with other teams when a provider's question requires additional research or assistance.
• Meet established customer service, quality, productivity, privacy, and security expectations.

This position is being posted for pipeline purposes, and we welcome applications on an ongoing basis.

#LI-REMOTE

#LI-MA1