The Bilingual Customer Service Representative (English/Spanish) conducts intake in a call center environment, communicating with a wide variety of internal and external contacts including staff, members, providers, facilities, claims payers, and insurance companies.

Essential Functions
� Provide member education and/or instruction specific to the service requested.
� Confirm member is eligible for services through verification of plan eligibility, plan coverage and APS responsibility for requested service.
� Maintain a high level of customer satisfaction with timely problem resolution.
� Provide a record of customer's call through timely documentation in operating system.
� Meet internal and external timeliness criteria by answering call within three rings and completing post-call work in a timely manner including generation of customer communication materials.

Education
Minimum high school diploma or GED.

Experience
� Minimum of two years customer service experience in a position that required ownership for resolution of customer's issue is required.
� Excellent bilingual English/Spanish communication skills preferred.
� Call center and healthcare experience preferred.
� Internet and web-based systems experience preferred.
� Medical terminology preferred.
� Good communication skills and ability to interact with people in a culturally diverse environment.
� Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.