Bilingual Healthcare Advocate - Full-time

Sutherland is seeking a motivated and passionate person to join us as a Bilingual Healthcare Advocate. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

As a Healthcare Advocate, you will be answering inbound calls to provide exceptional service to consumers. This could include responding to inquiries about health insurance plans and services, or performing general account requests and possibly scheduling appointments using client's tools. In some situations, up-selling members to new products or services may be encouraged. The ultimate focus of these calls will be to satisfy the customer and retain/acquire their business.

We will give you:

• Skills for life: how to solve problems, how to adapt to change, and how to tough it out in the face of adversity
• The chance to work with people who will become your second family
• A workplace that’s never boring
• The opportunity to make someone’s day, every day
• Rewards and recognition as you blaze your own trail and ignite your career

As a Healthcare Advocate, you will:

• Answer inbound and make outbound phone calls to speak with customers to resolve inquiries accurately, efficiently while meeting all call quality requirements
• Assist customers via email or chat regarding questions about their insurance plans, providers, claims and or when requesting information about payments
• Access customers’ account information via computer software, and make necessary entries in order to resolve problems and/or complaints; initiate or change a service request, process transactions, schedule appointments, etc.
• Communicate with customer effectively and clearly; which requires excellent oral and written communication skills
• Use independent judgment and consistently use analytical skills when resolving escalated issues

Our most successful candidates will need to have:

• A High School Diploma or GED
• Fluency in both Spanish and English
• Demonstrated ability to perform at a high level, to support our volume of inbound calls
• Excellent verbal and written communication skills
• Associate’s degree preferred, or equivalent work experience
• At least 1-3 years of previous contact center experience
• At least 6 months inbound customer service experience answering phone calls, and handling customer’s interactions through chat and email
• Multi-tasking skills, showcased through the use of several applications; experience working with CRM applications preferred
• Basic PC keyboarding skills; basic Microsoft Office (Outlook, Word, Excel) experience required
• Previous Healthcare/Retention/Acquisition experience is highly preferred
• Ability to type 50 WPM

 Hours: Mon-Sun 8:00 AM - 8:00 PM (Eastern Standard Time)

Must be flexible to work overtime when required

Sutherland is a drug free workplace.

HIVE311/ 17001058