Korean Bilingual Customer Service Representative - Healthcare

We are looking for a Tier 2 Korean/ English Bilingual Customer Service Representative (CSR) to provide front-line support for our Korean-speaking health insurance clients. As a Tier 2 CSR, you will handle basic inquiries and provide assistance with health insurance policies, claims, and billing. This role is ideal for someone with strong communication skills in Korean and English, as well as a customer-centric attitude. Training on health insurance products and processes will be provided.

1. Frontline Customer Support:

• Serve as the first point of contact for Korean-speaking customers via phone, email, and chat.
• Assist with general inquiries about health insurance plans, policy coverage, benefits, and eligibility.
• Provide accurate information regarding claims processes, status updates, and basic troubleshooting.
• Answer questions related to billing, payments, and premium schedules.
• Provide support to customers in taking English calls, email and chat.

2. Claims and Policy Assistance:

• Guide customers through the process of submitting claims, understanding co-pays, deductibles, and other policy terms.
• Address concerns related to denied claims or missing documents by providing clear instructions for next steps.
• Escalate complex or unresolved claims and policy issues to support or the appropriate department.

3. Issue Resolution and Customer Satisfaction:

• Work to resolve basic customer issues efficiently while maintaining a high level of professionalism and empathy.
• De-escalate customer complaints by providing timely and accurate responses to concerns.
• Ensure all customer interactions are handled with a focus on delivering a positive experience.

4. Documentation and Reporting:

• Accurately log all customer interactions and resolutions in the company’s CRM system.
• Follow internal processes for documenting inquiries, issues, and escalations.
• Report recurring customer issues or feedback to the supervisor to help improve service quality.

5. Compliance and Confidentiality:

• Adhere to industry regulations such as HIPAA and follow company policies related to customer data privacy.
• Ensure that all communication meets compliance standards, especially when handling sensitive health or personal information.

Key Competencies

• Customer Focus: Ability to empathize with customers and provide helpful, accurate information.
• Detail-Oriented: Ensure that customer inquiries are handled with attention to detail and care.
• Team Player: Willingness to collaborate with other team members and departments to improve the overall customer experience.
• Adaptability: Ability to learn quickly and apply new information to assist customers effectively.

Requirements:
• Language Proficiency: Fluent in English and Korean (reading, writing, and speaking).
• Experience: 3-5 years of customer service experience, preferably in a call center or support environment. Experience in health insurance is an advantage but not required (training provided).
• Communication Skills: Ability to communicate clearly and professionally in both Korean and English.
• Problem-Solving: Basic problem-solving skills to address common inquiries and escalate issues as needed.
• Technical Skills: Familiarity with CRM systems, data entry, and email/chat support platforms is a plus.

Benefits:
• HMO with 1 free dependent upon hire
• Life Insurance
• Night Differential
• 20 PTO credits annually
• VL and SL cash conversion
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company
• Night shift
• ONSITE in Makati or SM Clark (possibility of Hybrid after 6 months if metrics are passed)
• Php 105,500 - 110,000 all in