Customer Service Representative (Spanish Speaker)

Executive recruitment company Monroe Consulting Group is recruiting on behalf of a global health services company that provides insurance and health-related services to individuals, employers, and government programs. Our distinguished client is currently recruiting for the position Customer Service Representative (Spanish Speaker). Responsibilities:

• Providing customer services for international claims for the reimbursement of medical expenses for the unit's dedicated contracts.
• Responding to incoming queries to the Communication System in an appropriate and timely manner. Appropriate responses may require in-depth analysis and involve expert advice (Medical Consultant, Account Manager, Network Manager, Legal Advisor etc). An appropriate response is correct, clear, concise and customer-friendly.
• Answering incoming overflow calls from the COCE for dedicated contracts, or those escalated by the COCE for expert advice.
• Taking ownership of difficult or high-value files.
• Responding via the most efficient channel (e.g. phone, e-mail, letter, etc).
• Following up on the individual workload and taking appropriate action when agreed targets are not met.
• Pro-actively optimising the unit's workflows to achieve set targets.
• Providing accurate file information to internal employees where required.
• Tracking procedural irregularities and raising these with the Team Leader.
• Raising problems or difficult issues with the Head.
• Actively working to maintain a co-operative and friendly working environment.

• You have a master degree or equal through experience.
• You have good knowledge of English (both spoken and written), additional languages such as (Thai, Mandarin & Spanish) are required.
• Medical terminology
• Use of necessary reference works
• Knowledge of Microsoft Office and proprietary IT applications
• Written skills: conveys messages in clear language, paying attention to accent/circumstances
• and appropriate style.
• Customer-focused: communicates empathically.
• Skilled decision-maker: takes the right action on allocated files based on the information available.
• Accurate: works accurately by giving complete and correct answers
• Responsible: ensures that assigned contracts are followed up in a diligent, timely and accurate manner.
• Disciplined: follows procedures, agreements and document flows correctly.
• Efficient: able to strike the right balance between quality and quantity.
• Team-player: enjoys working as part of a team.
• Computer-literate: quick to learn current office applications and International in-house systems..
• Discrete: exercises utmost discretion when dealing with confidential (medical) information.