Bilingual Customer Service Representative (PR)

About Us

Helpware is a technology-driven American company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best in class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Position Overview:

As a Customer Support Representative, you will collaborate with core team members and department heads to navigate customers' needs and deliver optimal results. We are looking for a candidate with a history of success interacting with customers, building strong relationships, and practicing customer advocacy. Our ideal candidate is eager to learn, strives for excellence, and is committed to building a long-term career.

Primary Responsibilities:

• Inbound & outbound calls;
• Scheduling reservations for transportation to healthcare appointments;
• Checking on the status of those transportation reservations;
• Interaction not only with health plan members but also with transportation providers and healthcare facilities;
• Routing calls to internal teams that specialize in questions related to billing, benefit balances, and other general account issues.

Required Education and Experience

• High school diploma or equivalent
• One (1) year of inbound call center experience in high call volume atmosphere

Preferred Education and Experience

• Experience with Medicaid, Medicare, and NEMT (Non-Emergency Medical Transportation) guidelines
• Knowledge of health insurance programs and benefits

Skills

• Outstanding problem-solving skills and ability to maintain professionalism in a high-stress environment
• Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, and influence effectively in person, via email, and over the phone.
• Positive and helpful attitude
• Exceptional interpersonal skills and conflict resolution ability
• Ability to work independently and/or with a Team
• Basic computer literacy; proven ability to navigate multiple Windows/tabs, copy/paste, and accurately type 35 wpm
• Flexible with the ability to adapt to changes in business, strategy, and technology
• Ability to empathize with the Member and/or Member's guardian
• Must be able to work with geographically and culturally diverse populations and personalities