Bilingual Customer Service Representative

Ibex Limited; Northern (KY); Hybrid; USD 29,000 - 35,000; Full time

Benefits offered by this job

Paid training

Culture that celebrates YOU

Opportunities for growth and advanced

Job summary

Ibex Limited is seeking a Customer Service Agent to assist members with health insurance coverage, claims, benefits, and provider networks. You will support via phone, email and chat while ensuring HIPAA compliance and company policies.

Responsibilities include guiding on networks, resolving billing issues, and maintaining accurate CRM records. Fluent in English and Spanish; residence requirement noted; paid training and growth opportunities are offered.

Qualifications

• Experience in customer service, preferably in healthcare or insurance.
• Strong verbal and written communication skills.
• Ability to handle high call/chat/email volumes.
• Proficiency with CRM and support platforms.
• Flexibility to work weekends and holidays.

Responsibilities

• Provide guidance on provider networks, referrals and pre-authorizations.
• Troubleshoot and resolve billing, payments and coverage issues.
• Ensure HIPAA compliance when handling member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions in CRM systems.
• Meet performance metrics such as response time, resolution rate and CSAT scores.
• Stay updated on policies and healthcare regulations.

Skills

Customer service experience

Communication skills

Problem-solving under pressure

High volume handling

CRM proficiency

English & Spanish multilingual

Education

High school diploma or equivalent

Tools

CRM software

Customer support platforms

Job description

Overview

Jumpstart Your Career with Ibex!

Ibex is where your career journey starts with energy, teamwork, and endless opportunities! Whether you're just starting out or ready for something new, we’ve got your back with paid training that sets you up for success. Our vibrant team thrives on support, good vibes, and leaders who truly listen. You’ll make real connections, build new skills, and grow your career in a place that celebrates you.

About the Role:

As a Customer Service Agent, you will be responsible for assisting members with inquiries related to health insurance coverage, claims, benefits, and provider networks. You will provide support via phone, email, and chat while ensuring compliance with HIPAA regulations and company policies.

Responsibilities

What You’ll Do:

• Provide guidance on provider networks, referrals and pre-authorizations.
• Troubleshoot and resolve issues related to billing, payments and coverage.
• Ensure compliance with HIPAA regulations when handling sensitive member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Meet performance metrics such as response time, resolution rate and customer satisfaction scores.
• Stay updated on policies, state regulations and healthcare industry changes.

Qualifications

What We’re Looking For:

• Previous customer service experience, preferably in healthcare or insurance.
• Strong verbal and written communication skills.
• Independent decision-making and problem-solving skills with the ability to remain calm under pressure.
• Ability to handle high call/chat/email volumes effectively.
• Proficiency in computer applications, including CRM and customer support platforms.
• Ability to work flexible shifts, including weekends and holidays.

Requirements:

• Must be 18 years or older
• High school diploma or equivalent
• Must be fluent in English
• Must be fluent in Spanish
• Must reside in the State of New Mexico

Why Ibex?

• Paid training
• A culture that celebrates YOU
• Opportunities for growth and advancement
• A team that’s got your back