Bilingual Customer Service Representative
Insight Global, Richmond, Virginia, United States, 23214
Insight Global is looking for a bilingual Communications Specialist to join a legal professional services firm. The Communications Specialist is responsible for efficiently managing inbound and outbound calls in a professional fashion and performing complex review of documents to provide excellent customer service all while maintaining the integrity and confidentiality of the claims data. This person will be able to sit remotely for the duration of the project.
Responsibilities
Handle complex inbound calls from claimants concerning settlement inquires. Make outbound calls to claimants to answer questions. Display courteous and professional dialogue whether through email or phone. Engage with claimants by going the extra mile and providing outstanding customer service. Follow call center scripts when handling various calls. Record notes in our call center database according to the procedures for each project. Review calls or claims to provide information to the claimant, client, and other counsel outside the firm. Review calls or claims submissions and apply completeness rules to determine completeness of required documentation. Review financial and/or medical records and apply complex methodology in order to value claims. Research and gather additional information on financial and medical terminology. Review financial and pharmaceutical documents for accuracy and in accordance with program settlement. Prepare correspondence to communicate benefit determinations. Assist document intake team when needed. Promote a safe and healthy work environment by adhering to organization standards and all applicable policies and procedures as outlined in the Employee Handbook. Required Skills and Experience
Minimum of one (1) year of customer service required. Areas include claims adjustment, teaching/training, human resources, office administration, technical support, and call centers. Speaks clearly and with confidence when accepting inbound or making outbound calls.
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Handle complex inbound calls from claimants concerning settlement inquires. Make outbound calls to claimants to answer questions. Display courteous and professional dialogue whether through email or phone. Engage with claimants by going the extra mile and providing outstanding customer service. Follow call center scripts when handling various calls. Record notes in our call center database according to the procedures for each project. Review calls or claims to provide information to the claimant, client, and other counsel outside the firm. Review calls or claims submissions and apply completeness rules to determine completeness of required documentation. Review financial and/or medical records and apply complex methodology in order to value claims. Research and gather additional information on financial and medical terminology. Review financial and pharmaceutical documents for accuracy and in accordance with program settlement. Prepare correspondence to communicate benefit determinations. Assist document intake team when needed. Promote a safe and healthy work environment by adhering to organization standards and all applicable policies and procedures as outlined in the Employee Handbook. Required Skills and Experience
Minimum of one (1) year of customer service required. Areas include claims adjustment, teaching/training, human resources, office administration, technical support, and call centers. Speaks clearly and with confidence when accepting inbound or making outbound calls.
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