Revelations Counseling & Consulting LLC Is Hiring A Bilingual Customer Service Representative

Bilingual Customer Service Representative

Join a dynamic team dedicated to providing exceptional care support to Veterans through the Community Care Network (CCN). This role requires excellent communication skills in both English and Spanish, with a focus on delivering swift, accurate, and compassionate service.

🌟 Job Summary

As a Bilingual Customer Service Representative, you will handle inbound calls and chat messages from Spanish-speaking Veterans regarding authorizations for medical and behavioral health care, provider information, claims payment, and status updates. Your goal is to resolve customer inquiries efficiently, aiming for first call resolution or proper escalation when necessary. You may also make outbound calls to schedule appointments, conduct account research to resolve eligibility discrepancies, and ensure compliance with privacy regulations.

🎓 Education & Experience

Required

• Fluent in Spanish 🌎
• High School diploma or GED 📜
• At least One year of experience in a customer service role with performance metrics ⭐
• Experience using Microsoft Office products and the Internet 💻

Preferred

• Healthcare industry experience, including health services and claims knowledge 🏥
• Contact center experience, particularly call center chat messaging 📱
• Military experience focusing on service delivery 🎖️

🚀 Key Responsibilities

• Manage multiple task lists aligned with set deadlines, meeting call and chat volume, schedule adherence, and quality standards.
• Initiate and respond to phone calls, chat messages, and emails from VA staff and providers to address claims, eligibility, benefits, and program questions.
• Facilitate appointment scheduling for Veterans through outbound outreach in selected markets.
• Record and track Veteran inquiries thoroughly within TriWest’s CRM systems, Portal, and VA’s HSRM systems.
• Maintain a professional and courteous demeanor with internal and external customers.
• Resolve VA and provider inquiries promptly with a focus on first call resolution.
• Safeguard the privacy of Protected Health Information (PHI) and comply with HIPAA regulations.
• Document all Veteran and provider contacts accurately, applying critical thinking to solve problems and ensure program compliance.
• Consistently meet productivity and performance metrics, including regular attendance.
• Participate in cross-training, employee development, and flexible assignments to support business needs.

🛠️ Core Competencies

• Technical Skills: Proficient in data entry; able to meet daily call/chat targets.
• Team Building / Team Player: Positively influence team actions and foster group commitment.
• Organizational Skills: Effectively organize tasks and priorities within time constraints; detail-oriented.
• Information Management: Handle complex information clearly, communicate effectively, and draw sound conclusions.
• High-Intensity Environment: Thrive in a fast-paced, multi-activity setting while maintaining workflow control.
• Empathy / Customer Service: Demonstrate patience, respect, and understanding to meet customer needs.
• Coping / Flexibility: Adapt gracefully to diverse situations and individuals, maintaining professionalism.
• Computer Literacy: Use multiple Microsoft systems and departmental software confidently.
• Communication / People Skills: Influence, listen critically, and collaborate effectively.
• Commitment to Task: Follow policies diligently and exhibit high motivation.

🕒 Working Conditions

• Shift working hours from 12:30 PM to 9:00 PM, Monday to Friday
• Overtime availability if required
• Standard office environment with no travel involved
• Prolonged computer work requiring sitting and headset use

Note: This job description outlines the general responsibilities and requirements. Additional duties may be assigned as needed to support organizational goals.