Bilingual Customer Service Representative - Tallahassee, FL - Hybrid

Gainwell Technologies; Tallahassee (FL); Hybrid; USD 37,440 - 41,600; Full time

Benefits offered by this job

Flexible vacation policy

401(k) employer match

Comprehensive health benefits

Educational assistance

Job summary

Gainwell Technologies is seeking a Bilingual Customer Service Representative in Tallahassee, FL. You will be responsible for assisting customers with insurance and healthcare inquiries, resolving issues with providers, and processing calls to meet service levels. The ideal candidate will have bilingual proficiency in English and Spanish, along with at least two years of customer service experience. This is a full-time position offering a hybrid work environment, starting pay range between $37,440 - $41,600 per year, and a comprehensive benefits package.

Qualifications

• Bilingual proficiency in English and Spanish required.
• 2+ years of customer service experience.
• Knowledge of help desk software and Microsoft Office applications.
• Strong problem-solving skills for effective resolutions.
• Excellent customer service skills with professional communication.

Responsibilities

• Answer customer inquiries and forward to appropriate personnel.
• Implement insurance and healthcare policies per laws.
• Resolve provider issues and support healthcare groups.
• Ensure service levels are met through documented calls.
• Recommend modifications for efficient transaction processing.

Skills

Bilingual proficiency in English and Spanish

Customer service experience

Problem-solving skills

Communication skills

Tools

Basic help desk software

Microsoft Office applications

Job description

Bilingual Customer Service Representative - Tallahassee, FL - Hybrid

Location: Tallahassee, FL 32301-5020

Summary

As a Bilingual Customer Service Representative at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well‑being of the members they serve — a community’s most vulnerable. Connect your passion with purpose, teaming with people who thrive on finding innovative solutions to some of healthcare’s biggest challenges. Here are the details on this position.

Your role in our mission

• Answers telephones and responds to basic customer questions and/or forwards to appropriate personnel and provides consultancy utilizing knowledge and expertise on insurance and healthcare.
• Develops and implements general insurance and health care policies in accordance with state and federal laws and provides expertise to investigate and adjudicate claim characteristics that do not match policy provisions.
• Responds to provider appeals and meets with providers to resolve problems/issues. Advises provider review councils, state officials and works with organized healthcare groups and associations on various medical issues related to insurance and healthcare programs.
• Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.
• Interfaces with team members, management, and customers in reference to customer service issues. Review and recommend modification to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

What we're looking for

• Bilingual proficiency in English and Spanish is required
• 2 or more years of customer service experience in any industry
• Knowledge of basic help desk software, computer software and Microsoft Office applications
• Strong problem‑solving skills to bring inquiries to effective resolution
• Strong customer service skills with an emphasis on written and oral communication to respond to inquiries professionally
• Ability to understand your role on a team and identify the correct stakeholders to consult to resolve client inquiries

What you should expect in this role

• Call Center Hours of Operation: 7:00 AM – 6:00 PM candidate must be able to work any assigned 8‑hour shift between these hours.
• This is a hybrid position for candidates living in Tallahassee, FL area.
• Video cameras must be used during all interviews, as well as during the initial week of orientation.
• Full‑time (40 hours a week)
• Most benefits start on the first day of employment.
• In order to effectively work as a teleworker with Gainwell, employees with Broadband Internet connections should have a minimum speed of 24 MBS download and 8 MBS upload. Greater speeds will of course provide better performance.
• To test your internet download and upload speed:
• Go to Google
• Search for Internet Speed Test or click here.

Pay Range

The pay range for this position is $37,440 - $41,600 per year; however, the base pay offered may vary depending on geographic region, internal equity, job‑related knowledge, skills, and experience among other factors.

Benefits

All salaried, full‑time candidates are eligible for a generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. Most benefits start on the first day of employment. We also have a variety of leadership and technical development academies to help build your skills and capabilities.

Gainwell Technologies is an Equal Opportunity Employer, where all qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), age, sexual orientation, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Gainwell Technologies defines “wages” and “wage rates” to include “all forms of pay, including, but not limited to, salary, overtime pay, bonuses, stock, stock options, profit sharing and bonus plans, life insurance, vacation and holiday pay, cleaning or gasoline allowances, hotel accommodations, reimbursement for travel expenses, and benefits.