Bilingual Customer Service Representative

Job Description

Bilingual Customer Service Representative (NPP)

Reporting Relationship:  Call Center Director / Customer Care Manager
Work schedule:  (8:30am – 5:00pm M-F)
Summary of duties and responsibilities:
The function of a SSR is to grow the Non Private Pay business through counseling, customer service, and sales as required by the position including but not limited to:
  1. Communicate fluently with HDIS customers in English and in another language
  2. Primary focus is sales and service through outbound calls to past clients or new leads (no cold calling) and inbound lead, as well as secondary for current customer calls
    • This requires the SSR to develop and maintain extensive knowledge of payer rules regarding Medicaid, Medicare and Insurance payment for incontinence supplies and other HDIS products
  3. Strive to meet customer’s needs through consultative sales
    • Extensive HDIS product knowledge is required
    • Determine customer needs
    • Provide detailed information regarding the products and how they are used
    • Make product recommendations based on information obtained from customer and product knowledge
    • Establish delivery plans that ensure the customer does not run out of product
    • Offer appropriate ancillary products based on customer needs
  4. Manage time to optimize availability to assist customers on the phone
  5. Reps may be assigned to specific customers to provide “life-time” service/counseling on a very personalized level
  6. Work cooperatively with staff from own department and other departments to identify customer service opportunities, make recommendations, plan and coordinate program and communication changes
  7. Potentially provide service to confused, hostile or upset individuals; resolve pending issues and concerns and rebuild the relationship with the customer. Provide supportive assistance in a calm, caring demeanor regardless of the customer’s approach.
  8. Meet or exceed department objectives and review performance reports daily and monthly
  9. Develop individualized payment plans for customers utilizing common business sense based on customer’s personal situations and to overcome overdue balances
  10. Maintain a high degree of confidentiality pertaining to customer situations and safeguard any information obtained from a customer or on behalf of a customer
  11. Customer Care Reps must display extreme patience, compassion and understanding for customers.  Some customers may be hard of hearing, have speech difficulties, memory loss, easily confused or quickly angered. 
  12. Develop extensive product knowledge of what products are utilized for what level of incontinence individually for customers.  Participate in additional training sessions provided.
  13. Provide feedback to management on any customer situation or trends uncovered while assisting customers in a timely manner.
  14. Be open to change and flexible to new ideas.
  1. Become efficient with functions of Customer Care/Outreach departments
  2. Assist other departments’ personnel as needed 
  3. Fill in as needed in other capacities of company as required or assigned
  4. Complete special projects and miscellaneous assignments as required
  5. Keep management informed of area activities and of any significant problems 
  6. Log all customers feedback in Halo
  7. Attend and actively participate in meetings, Department and Team contests, motivational activities
  8. Ensure that work area is clean, secure and well maintained 
  9. Work independently and within a team environment with ease
CCR will uphold the culture of HDIS including relationship building with customers as well as general behavior on HDIS premises or at other HDIS sponsored events. 
Required Education, Experience or Background:
  1. Fluent in English and another language (typically Spanish, German or French); must be skilled enough to deal with complex and sensitive healthcare terminology in both languages
  2. 1+ year(s) of experience at HDIS in a Customer Care or related role preferred
  3. Extensive knowledge of Medicaid, Medicare and Insurance payment rules
  4. Experience working with customers in a sales and service oriented environment (asking questions, explaining policies, uncovering needs, and recommending solutions)
  5. Knowledge of business telephone procedures and etiquette
  6. Possess good writing and typing skills
  7. Strong ability to attention to details with high accuracy along with strong organization skills
  8. Polished verbal communications skills
  9. Cooperative and willing to assist others
  10. Ability to use computer applications
  11. High level of reliability as it pertains to attendance
  12. Ability to consistently deliver high quality service to both internal and external customers

Physical Requirements

The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions in this job description:
  1. The employee is regularly required to sit for long periods of time, as well as talk and hear
  2. The employee is required to use hands to operate office equipment
  3. Specific vision abilities required by this job include close vision and the ability to adjust focus between a computer screen, written documents and other people
Contact Information
  • HDIS
  •, 9385 Dielman Industrial Drive | Olivette, Missouri 6313
  • St. Louis, MO 63118