Bilingual Customer Service Representative (Puerto Rico)

NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com.

Summary:

The Customer Center Representative is responsible for scheduling tests for procedures for radiology patients. They serve as a liaison between the Company and its clients assisting with their appointment requests.

RESPONSIBILITIES:

• Handle a large volume of inbound calls in a timely manner.
• Greets patients, in a professional and courteous manner via telephone.
• Gains patient cooperation by providing explanations of the examination and answering patient questions.
• Screening process with client to determine if all the information is completed and correct to coordinate appointment for radiology study.
• Follow communication scripts and use knowledge of the company’s services to go off-script when necessary.
• Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team.
• Build strong relationships with customers.
• Have complete knowledge of the information that will be provided in every call.
• Have complete knowledge of the computer systems available in order to access information to manage a phone call.
• Communicate and document results of service requests from/ to clients through the client’s tool provided, as well as by telephone including being able to categorize the issue correctly in the system.
• Apply the proper telephone etiquette to satisfy various customers’ situations by identifying voice skills to enhance good telephone presentation.
• Performs other duties as assigned by Supervisor.

KNOWLEDGE, SKILLS, AND/OR ABILITY:

• Planning and organizational skills with the ability to handle multiple tasks in a fast-paced environment.
• Bilingual (Spanish and English)
• Strong computer skills including proficiency with Microsoft Office applications (Excel, PowerPoint, Word and Publisher).
• Customer service oriented
• Attention to details.
• Problem solving and analytical skills.
• Excellent communication (verbal and writing) and interpersonal skills.
• Ability to identify and escalate issues before they become major problems.
• Ability to work under minimal supervision and complete work on time and accuracy.
• Incumbents in this position must be teamwork oriented.
• Meet the requirements of the organization’s corporate values (Integrity, Teamwork, Value for Customers and Performance Driven).
• Base knowledge in ICD-10 codes (International Classification of Disease) and CPT (Current Procedural Terminology) is preferred.

EDUCATION AND/OR EXPERIENCE:

• High School Diploma.
• Experience in Customer Service Call Center is preferable.
• Essential commitment, attendance, and punctuality.
• Excellent time management and organizational skills.
• Excellent verbal and written communication skills.
• Knowledge MS Office Word and Excel.

CERTIFICATES, LICENSES, REGISTRATION: None

WORKING CONDITIONS: Team-work environment. Climate controlled office environment.

What We Offer

NFP is proud to offer a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others.