Bilingual Customer Service Advocate II

033 Palmetto GBA; Augusta (GA); On-site; USD 35,000 - 48,000; Full time

Benefits offered by this job

Subsidized health plans

Dental and vision coverage

401k with company match

Life Insurance

PTO

On-site cafeterias & fitness centers

Education Assistance

Service Recognition

National discounts

Job summary

Palmetto GBA in Augusta, GA is seeking a Customer Service Specialist to handle inquiries through multiple channels, document interactions, and perform necessary research to resolve issues. This on-site role requires strong communication and the ability to coordinate with other departments for timely solutions.

The position emphasizes bilingual fluency in English and Spanish, and at least 1 year in claims processing or customer service.

Qualifications

• High School Diploma or equivalent.
• Must be bilingual in Spanish and English.
• 1 year claims processing or customer service experience OR Bachelor's degree in lieu of experience.

Responsibilities

• Respond accurately and courteously to inquiries by phone, email, web, or walk-in.
• Conduct research and adapt responses as needed to resolve inquiries.
• Document inquiries clearly and maintain accurate records.
• Coordinate with other departments to resolve problems.
• Provide feedback to management on issues and trends.
• Assist with improvements to procedures and training.

Skills

Bilingual Spanish/English

Excellent communication

Customer service

Research & problem solving

Education

High School Diploma

Bachelor's degree acceptable

Tools

Microsoft Office

Job description

Summary

Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non‑routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries.

Location

This position is a full‑time (40‑hours/week) Monday‑Friday in a typical office environment.

This role is located on‑site at 2743 Perimeter Parkway, Augusta, GA 30909.

Training hours (first week) are from 8am-4:30pm, after week 1, the hours will be from 8:30am-5pm (up to 5:30 depending on class lunch schedule).

You will work an 8 hour shift anywhere between 8:30am-7:15pm.

What You’ll Do

Ensure effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk‑in inquiries.

Handle situations which may require adaptation of response or extensive research.

Accurately documents inquiries.

Initiate or processes adjustments and perform other research as needed to resolve inquiries.

Coordinates with other departments to resolve problems.

Respond, research and/or assist with priority inquiries and special projects as required by management.

Provide feedback to management regarding customer problems, questions and needs.

Maintain accurate records on complaints and/or other customer comments, and make recommendations for changes to management.

Follow through on complaints until resolved or reports to management as needed.

Maintain basic knowledge of quality work instructions and company policies.

Assist with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations.

Maintain all departmental productivity, quality, and timeliness standards.

Assist with the training of new employees and cross training of coworkers.

To Qualify For This Position, You'll Need The Following

Required Education

• High School Diploma or equivalent

Required

• Must be able to speak Spanish and English fluently

Required Work Experience

• 1 year of claims processing or customer service experience OR Bachelor's Degree in lieu of work experience.

Required Skills and Abilities

• Excellent verbal and written communication skills.
• Proficient spelling, punctuation, and grammar.
• Strong human relations and organizational skills.
• Ability to handle high stress situations.
• Good judgment.
• Ability to handle confidential or sensitive information with discretion.
• Ability to learn and operate multiple computer systems effectively and efficiently.

Software and Other Tools

• Microsoft Office

Our Comprehensive Benefits Package Includes The Following

We offer our employees great benefits and rewards. You will be eligible to participate in the benefits the first of the month following 28 days of employment.

• Subsidized health plans
• dental and vision coverage
• 401k retirement savings plan with company match
• Life Insurance
• Paid Time Off (PTO)
• On‑site cafeterias and fitness centers in major locations
• Education Assistance
• Service Recognition
• National discounts to movies, theaters, zoos, theme parks and more

What We Can Do for You

We understand the value of a diverse and inclusive workplace and strive to be an employer where employees across all spectrums have the opportunity to develop their skills, advance their careers and contribute their unique abilities to the growth of our company.

Equal Employment Opportunity Statement

BlueCross BlueShield of South Carolina and our subsidiary companies maintain a continuing policy of nondiscrimination in employment to promote employment opportunities for persons regardless of age, race, color, national origin, sex, religion, veteran status, disability, weight, sexual orientation, gender identity, genetic information or any other legally protected status. Additionally, as a federal contractor, the company maintains affirmative action programs to promote employment opportunities for individuals with disabilities and protected veterans. It is our policy to provide equal opportunities in all phases of the employment process and to comply with applicable federal, state and local laws and regulations. We are committed to working with and providing reasonable accommodations to individuals with disabilities, pregnant individuals, individuals with pregnancy‑related conditions, and individuals needing accommodations for sincerely held religious beliefs, provided that those accommodations do not impose an undue hardship on the Company. If you need special assistance or an accommodation while seeking employment, please email [e-mail] or call 800-288-2227, ext. 47480 with the nature of your request. We will make a determination regarding your request for reasonable accommodation on a case‑by‑case basis. We participate in E‑Verify and comply with the Pay Transparency Nondiscrimination Provision. We are an Equal Opportunity Employer.

About Palmetto GBA

Palmetto GBA is a healthcare service administrator and one of the nation’s largest providers of high‑volume medical claims and transaction processing. We provide services and technology solutions to improve and streamline healthcare administration not only for government but also for corporate entities. We offer a wide range of services that require a diverse workforce and expansive areas of expertise from data analytics, administrative and workflow services to advanced systems. To help our associates succeed and reach their professional goal, we offer training classes and programs that help employees prepare for leadership positions and offer tuition assistance for education advancement. Palmetto GBA acknowledges associates’ hard work and dedication with awards and financial incentives.