Customer Service Representative

Triple-S; Guaynabo (PR); On-site; USD 38,000 - 52,000; Full time

Job summary

Triple-S in Puerto Rico seeks an individual to independently perform non-routine tasks supporting health services underwriting, renewal and claims, applying procedures under general supervision. The role may involve training others and requires sound judgment in analyzing requests.

You will coordinate with departments to resolve cases, draft English/Spanish documents, and support supervisors. An Associate's Degree and related experience are required.

Qualifications

• Associate's Degree in Business Administration or Marketing completed.
• At least 1 year of experience related to configuration processes or 60 credits with relevant experience.
• If holding a high school diploma, 3 years of related experience required.

Responsibilities

• Support and guide customers who visit or call to handle health coverage requests.
• Process petitions to complete client transactions: payments, maintenance, refunds, claims, and more.
• Analyze requests and coordinate with other departments to resolve cases.
• Evaluate actions on client requests according to applicable laws.
• Draft documents in English and Spanish as needed.
• Assist supervisors with meetings, reports, audits and related tasks.

Skills

Action Oriented

Collaborates

Instills Trust

Manages Ambiguity

Customer Delight (Employee)

Education

Associate's Degree in Business Administration or Marketing

60 university or college credits with one year of experience in configuration processes

High School Diploma with 3 years related experience (configuration processes)

Job description

At Triple-S, we are committed to providing meaningful job experiences for Valuable People (Gente Valiosa). We strive for excellence in everything we do, from the way we work together to the way we serve our customers.

When you join Triple-S, you will be key to our efforts on delivering high-quality and affordable healthcare as well as contribute to our purpose to enable healthier lives. We serve more than 1 million consumers in Puerto Rico through our Medicare Advantage, Medicaid, Commercial, Life and Property & Casualty Businesses.

Job Summary

Independently performs non-routine tasks in support of health services underwriting, renewal and claims processes applying various operational procedures and guidelines under general supervision. It can act as a trainer and involves the use of judgment to perform analysis and evaluation of requests to determine and execute the appropriate action.

Essential Functions

• Support, assist and guide customers who visit or call to handle their product requests health coverage and other policies.
• Processes required petitions to complete the transaction requested by the client such as payments, maintenance, subscriptions, refunds, claims, letters, certifications, activations, cancellations, pharmacy, and complaints and grievances.
• Analyzes and investigates customer requests and intervenes and works with other departments and divisions of the company to achieve the resolution of the case.
• Evaluates and determines the action to take regarding the client's requests, according to the applicable laws.
• Research and draft documents in English and Spanish answering requests if required.
• Assists the Supervisor, Manager, Director in meetings, preparation of reports, audits or any other item, as necessary.

Education

• Associate's Degree in Business Administration or Marketing

Experience

• Associate Degree in Business Administration, Marketing or Communications or at least 60 university or college credits, with one year of experience related to configuration processes, preferred.
• Or instead, High School Diploma with a minimum of 3 years of experience related to configuration processes, preferably.

Licences and Certifications

• None required

Competencies

• Action Oriented
• Collaborates
• Instills Trust
• Manages Ambiguity
• Customer Delight (Employee)

It is company policy to seek for the qualified applicants for positions throughout the company without distinction of race, color, national origin, religion, sex, gender identity, real or perceived sexual orientation, civil status, social condition, political ideologies, age, physical or mental disability, veteran status or any other characteristic protected by law. Drug-free company.

Equality Employment Opportunity/Affirmative Action for People with Disabilities/Veterans. Employer with E-Verify to verify the eligibility of employment of all the new employees.