Note: The job is a remote job and is open to candidates in USA. Ibex is where your career journey starts with energy, teamwork, and endless opportunities! As a Bilingual Customer Service Agent, you will assist members with inquiries related to health insurance coverage and provide support via phone, email, and chat while ensuring compliance with HIPAA regulations.

Responsibilities

• Provide guidance on provider networks, referrals and pre-authorizations
• Troubleshoot and resolve issues related to billing, payments and coverage
• Ensure compliance with HIPAA regulations when handling sensitive member information
• Collaborate with internal departments to resolve complex member concerns
• Maintain accurate records of customer interactions and resolutions in CRM systems
• Meet performance metrics such as response time, resolution rate and customer satisfaction scores
• Stay updated on policies, state regulations and healthcare industry changes

Skills

• Must be 18 years or older
• High school diploma or equivalent
• Must be fluent in English
• Must be fluent in Mandarin or Cantonese
• Previous customer service experience, preferably in healthcare or insurance
• Strong verbal and written communication skills in both English & Mandarin or Cantonese
• Independent decision-making and problem-solving skills with the ability to remain calm under pressure
• Ability to handle high call/chat/email volumes effectively
• Proficiency in computer applications, including CRM and customer support platforms
• Ability to work flexible shifts, including weekends and holidays

Benefits

• Paid training
• A culture that celebrates YOU
• Opportunities for growth and advancement
• A team that’s got your back

Company Overview