Bilingual Customer Service Representative (Puerto Rico)

BILIN014430_1Who We AreNFP, 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.SummaryThe 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.ResponsibilitiesHandle a large volume of inbound calls in a timely mannerGreets patients, in a professional and courteous manner via telephoneGains patient cooperation by providing explanations of the examination and answering patient questionsScreening process with client to determine if all the information is completed and correct to coordinate appointment for radiology studyFollow communication scripts and use knowledge of the company’s services to go off-script when necessaryMaintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation teamBuild strong relationships with customersHave complete knowledge of the information that will be provided in every callHave complete knowledge of the computer systems available in order to access information to manage a phone callCommunicate 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 systemApply the proper telephone etiquette to satisfy various customers’ situations by identifying voice skills to enhance good telephone presentationPerforms other duties as assigned by SupervisorKnowledge, Skills, And/Or AbilityPlanning and organizational skills with the ability to handle multiple tasks in a fast-paced environmentBilingual (Spanish and English)Strong computer skills including proficiency with Microsoft Office applications (Excel, PowerPoint, Word and Publisher)Customer service orientedAttention to detailsProblem solving and analytical skillsExcellent communication (verbal and writing) and interpersonal skillsAbility to identify and escalate issues before they become major problemsAbility to work under minimal supervision and complete work on time and accuracyIncumbents in this position must be teamwork orientedMeet 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 preferredEducation And/Or ExperienceHigh School DiplomaExperience in Customer Service Call Center is preferableEssential commitment, attendance, and punctualityExcellent time management and organizational skillsExcellent verbal and written communication skillsKnowledge MS Office Word and ExcelCERTIFICATES, LICENSES, REGISTRATION: NoneWORKING CONDITIONS: Team-work environment. Climate controlled office environment.What We OfferNFP 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.NFP and You... Better Together!NFP is an inclusive Equal Employment Opportunity employer.