Job Description

Akkodis is seeking a Customer Service Representative for a Contract job with a client in Jacksonville, FL (100% Remote) . Ideally looking for applicants with a solid background in Insurance/Health Insurance and working experience with claims and benefits, and must be bilingual (Spanish).

Pay Range: $18/hr-$20/hr on W2. The rate may be negotiable based on experience, education, geographic location, and other factors.

Job Description

Job Title: Customer Service Representative, bilingual (Spanish).

Job Location: Jacksonville, FL (remote)

Job Duration: 3+ years Contract

Job Summary

Essential Duties and Responsibilities:

• Provide customer service via telephone or email to clients, providers, and plan participants and follow specific call handling instructions for each client or call type.
• Refer Provider and Member callers to use online portal registrations, assisting users with logins, and system navigation.
• Proficiency in Automated Benefit Claims system, to appropriately educate Providers how to use it.
• Expected to take 5 calls per hour/35 calls per day to meet the set standard of production.
• Expected not to exceed the goal of 30 minutes of after call work per day.
• Call hold times should not exceed 2 minutes without following up with the caller.
• CRM’s, open customer service calls, should be closed within 15 business days and sooner if urgent.
• Understanding of plan benefits and where to find training resources in order to provide current and accurate information to a caller.
• Follow technical guidelines related to PC daily shut down, how to manage systems and documents in order to optimize system performance and must meet at home technical requirements.
• Proficiency in all systems used to service our clients, keeping user logins current.
• Stay current on emails, ensuring understanding of policies, procedures and relevant information is current when handling calls or emails.
• 100% documentation is expected for each call received unless there is specific instruction not to document a specific call type.
• Call quality should be at 90% and above for all call quality audits.
• Escalations should be handled according to the caller’s needs, following the documented
• escalation procedures and appropriate resolution and follow up time.
• Proactively communicate with management when training is needed, or time of queue is required to get current on emails.
• Check and adhere to daily schedule in Contact Center system, currently Ring Central.
• Review complex or unusual claim situations and review claims previously processed incorrectly and forward to designated personnel with recommended corrective actions.
• Reach out to call center leadership, CSR Support for assistance when information is unclear; providing accurate information to customers is imperative.
• Must make all efforts to be in Available status when not on a call and communicate to call center leadership about off queue needs in real time. Call avoidance is never acceptable.
• Report concerning calls that could turn into complaints to call center leadership immediately.
• Report feedback about call center issues, technical issues, CSR performance issues that can impact everyone immediately.
• Participate in mandatory team meetings.
• Report technical issues to the appropriate IT and Leadership contacts immediately.
• Work From Home privileges are dependent on consistent connection issues and will be revoked if technical issues persist.
• Other duties as assigned.

MINIMUM SUGGESTED QUALIFICATIONS: HIPAA and Medical Terminology courses helpful. Prior HealthCare or Insurance background required. Excellent verbal and written communication skills. Highly developed organizational abilities. Prior keyboarding experience. Must be proficient in Microsoft Windows 95 and Outlook.

MINIMUM EDUCATION: High School Diploma

If you are interested in this role, then please click APPLY NOW. For other opportunities available at Akkodis, or any questions, feel free to contact me at 1610 4458481 or chanda.goutam@akkodisgroup.com.

Equal Opportunity Employer/Veterans/Disabled

Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, an EAP program, commuter benefits, and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable. Disclaimer: These benefit offerings do not apply to client-recruited jobs and jobs that are direct hires to a client.

To read our Candidate Privacy Information Statement, which explains how we will use your information, please visit

The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

· The California Fair Chance Act

· Los Angeles City Fair Chance Ordinance

· Los Angeles County Fair Chance Ordinance for Employers

· San Francisco Fair Chance Ordinance

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