Bilingual Customer Service Representative at ibex in US

Job description

• Jumpstart Your Career with Ibex!
• Ibex is where your career journey starts with energy, teamwork, and endless opportunities! Whether you're just starting out or ready for something new, we’ve got your back with paid training that sets you up for success. Our vibrant team thrives on support, good vibes, and leaders who truly listen. You’ll make real connections, build new skills, and grow your career in a place that celebrates you.
• As a Customer Service Agent, you will be responsible for assisting members with inquiries related to health insurance coverage, claims, benefits, and provider networks. You will provide support via phone, email, and chat while ensuring compliance with HIPAA regulations and company policies.
• We’re looking for enthusiastic individuals with a can-do attitude. Even if you don’t meet every qualification, we encourage you to apply. We value potential as much as experience.

Responsibilities

• Provide guidance on provider networks, referrals and pre-authorizations.
• Troubleshoot and resolve issues related to billing, payments and coverage.
• Ensure compliance with HIPAA regulations when handling sensitive member information.
• Collaborate with internal departments to resolve complex member concerns.
• Maintain accurate records of customer interactions and resolutions in CRM systems.
• Meet performance metrics such as response time, resolution rate and customer satisfaction scores.
• Stay updated on policies, state regulations and healthcare industry changes.

Requirements

• Previous customer service experience, preferably in healthcare or insurance.
• Strong verbal and written communication skills.
• Independent decision-making and problem-solving skills with the ability to remain calm under pressure.
• Ability to handle high call/chat/email volumes effectively.
• Proficiency in computer applications, including CRM and customer support platforms.
• Ability to work flexible shifts, including weekends and holidays.
• Must be 18 years or older
• High school diploma or equivalent
• Must be fluent in English
• Must be fluent in Spanish
• Must reside in the State of New Mexico

Skills

Required

• Must be fluent in English
• Must be fluent in Spanish

Benefits

• Paid training
• A culture that celebrates YOU
• Opportunities for growth and advancement
• A team that’s got your back