Customer Service Agent (Inglés C1)

Position: Customer Service Representative

Location: Cali, Colombia

Address: Versalles Calle 22 norte # 5bn- 102

Schedule

• Days: Monday – Friday
• Time Window: 6:00 a.m. – 6:00 p.m.
• Note: Full availability within this time frame is required. 44 hours per week as per Colombian Law.

Position Overview

we pride ourselves on providing exceptional support to our members and providers. Our team enjoys a collaborative work environment that fosters growth and development. We are excited to continue to build out our Customer Service team, which will play a crucial role in enhancing our customer service experience.

The Customer Service Representative is the first point of contact for medical providers and members. Under the general direction of the Customer Service Lead, this role handles inbound and outbound communication via phone, email, web portal, and mail while working within a company building.

Key Responsibilities

• Communication Management: Handle high-volume inbound/outbound call queues and manage customer service emails/tickets (sort, respond, follow up, and archive).
• Issue Resolution: Respond to and resolve access or submission issues.
• Outreach: Conduct provider and member outreach calls as assigned.
• Inquiry Research: Research and follow up on bills, balance billing issues, and claim-related inquiries.
• Documentation: Maintain accurate documentation in all applicable systems.
• Project Support: Assist with project work for account management, provider relations, and miscellaneous operations.

Skills:

• Experience: Previous experience (1 year and a half minum) handling calls and email tickets. C1 English level is Mandatory
• Knowledge: Basic knowledge of healthcare or insurance processes is a Plus but not mandatory
• Technical Skills: Proficiency with computer systems and standard office software platforms.
• Soft Skills: Strong communication, problem-solving, organization, and teamwork.