Customer Service Representative - Bilingual - Spanish

Quest Diagnostic
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Job Details

  • Location: Birmingham, AL, 35275
  • Date Posted: 2022-06-08
  • Employment Type: Full Time
  • Category: Customer Service
  • Req Number: req98366
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Job Description

Member Success Rep - Birmingham, AL - 8:00AM -5:00PM

Member Success Representative (Bilingual - Spanish Required) 

Pack Health is a digital health coaching platform for chronic disease management. We partner members with their own personal Health Advisor, who provides weekly coaching sessions and personalized follow-up online and over the phone, according to the member's communication preferences. In addition to being a virtual partner in problem-solving, coaches share videos, activities, and resources to support the member's specific health needs.  We are a fast-paced work environment, with ample opportunities for growth. We work hard, have fun, and love what we do. We value employees who want to make work a great place for great people, thrive in working as a part of a team, continually deliver an exceptional experience, and have a drive to improve the wellbeing of others.

Pack Health is seeking a Member Success Representative (Bilingual - Spanish, a plus) whose primary responsibility is to engage directly with potential members and members to answer questions, solve member issues, and provide a great member experience. Member Success Representatives collaborate with members, health care providers, Health Advisors, Operations staff, and other resources to ensure our members have what they need to have a successful engagement with Pack Health. This is a unique position that requires a problem-solving nature, empathy for members, attention to detail and an organized mind.

Work Location:  Birmingham, AL office location


●Obtain member information by answering telephone calls; interviewing members; verifying information.
●Determines eligibility by comparing member information to requirements.
●Identify and solve barriers to help an individual member.
●Provide an above and beyond experience assisting members in locating resources, transferring to the appropriate team member, or answering safety questions.
●Maintains communication equipment by reporting problems.
●Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
●Updates job knowledge by studying new product descriptions; participating in educational opportunities.
●Informs members by explaining procedures; answering questions; providing information.
●Monitor data reported directly by members.
●Use KPIs to assess work performance.
●Assist in various projects throughout the company.

Position Requirements:

●Must be proficient in the Spanish language; both speaking and writing skills
●Associate’s degree in a healthcare-related field, Bachelor’s is preferred
●Must work in office; a regular telework schedule will not be considered
●Valid driver’s license.
●Excellent teamwork skills
●The ability to respect people of all backgrounds and act ethically.
●Verbal communication, listening, and phone skills
●Data entry skills
●Customer service and professionalism
●Attention to detail
●High level of emotional intelligence
●Experience with CRM and/or project management software
●Immigration or work visa sponsorship will not be provided