Bilingual - Call Center Representative - Healthcare

Company Overview and Culture
EXL (NASDAQ: EXLS) is a global analytics and digital solutions company that partners with clients to improve business outcomes and unlock growth. Bringing together deep domain expertise with robust data, powerful analytics, cloud, and AI, we create agile, scalable solutions and execute complex operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media, and retail, among others. Focused on creating value from data for driving faster decision-making and transforming operating models, EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect. Headquartered in New York, our team is over 40,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.

For the past 20 years, EXL has worked as a strategic partner and won awards in its approach to helping its clients solve business challenges such as digital transformation, improving customer experience, streamlining business operations, taking products to market faster, improving corporate finance, building models to become compliant more quickly with new regulations, turning volumes of data into business opportunities, creating new channels for growth and better adapting to change. The business operates within four business units: Insurance, Health, Analytics, and Emerging businesses.

About EXL Health
We leverage Human Ingenuity and domain expertise to help clients improve outcomes, optimize revenue and maximize profitability across the healthcare ecosystem. Technology, data and analytics are at the heart of our solutions. We collaborate closely with clients to transform how care is delivered, managed and paid.

EXL Health combines deep domain expertise with analytic insights and technology-enabled services to transform how care is delivered, managed, and paid. Leveraging Human Ingenuity, we collaborate with our clients to solve complex problems and enhance their performance with nimble, scalable solutions. With data on more than 260 million lives, we work with hundreds of organizations across the healthcare ecosystem.

We help payers improve member care quality and network performance, manage population risk, and optimize revenue while decreasing administrative waste and reducing health claim expenditures. We help Pharmacy Benefit Managers (PBMs) manage member drug benefits and reduce drug spending while maintaining quality. We help provider organizations proactively manage risk, improve outcomes, and optimize network performance. We provide Life Sciences companies with enriched data, insights through advanced analytics and data visualization tools to get the right treatment to the right patient at the right time.

EXL Health is looking for a Bilingual Customer Service Representative. This role is 100% remote in the US.

Responsibilities:

• Provide customer service duties by effectively responding to incoming phone calls and manage outbound calls in a timely manner.
• Update policy information in administrative and workflow systems to process requests.
• Remain current on changes and updates for products, processes, and operational procedures to ensure compliance with all required regulations and standards.
• Effectively and efficiently communicate with customers.
• Follow communication “scripts” when handling different topics.
• Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
• Build sustainable relationships and engage customers by taking the extra mile.
• Keep records of all conversations in our call center database in a comprehensible way
• Meet personal/team qualitative and quantitative targets.
• Build positive relationships with operations team members.
• Adherence to schedule and excellent time management skills
• Provide suggestions for improvement of current processes to management.

Qualifications:

• High school diploma
• PC/ Technological skills - Solid Windows based and mainframe experience, Microsoft Office Experience
• Scheduled hours may range from 8am-8pm Eastern daily.
• Strong phone and verbal communication skills along with active listening
• Excellent communication skills
• Ability and willingness to learn.
• Attention to Detail and Organization

Preferred Qualifications:

• Proven service aptitude and customer service skills in handling customer concerns effectively, timely and in a courteous manner.
• Demonstrated decision making skills.
• Flexible/Open to change - ability to adapt positively to changing business needs.
• Focus on results - Proven ability to set and meet aggressive goals.
• College degree or equivalent work experience
• Previous call center experience a plus

What We Offer:

• EXL Health offers an exciting, fast paced, and innovative environment, which brings together a group of sharp and entrepreneurial professionals who are eager to influence business decisions.
• From your very first day, you get an opportunity to work closely with highly experienced, world class Healthcare consultants.
• You can expect to learn many aspects of businesses that our clients engage in. You will also learn effective teamwork and time-management skills - key aspects for personal and professional growth.
• We provide guidance/ coaching to every employee through our mentoring program wherein every junior level employee is assigned a senior level professional as advisors.
• Sky is the limit for our team members. The unique experiences gathered at EXL Health set the stage for further growth and development in our company and beyond.

EEO/Minorities/Females/Vets/Disabilities

Base Salary Range Disclaimer: The base salary range represents the low and high end of the EXL base salary range for this position. Actual salaries will vary depending on factors including but not limited to: location and experience. The base salary range listed is just one component of EXL's total compensation package for employees. Other rewards may include bonuses, as well as a Paid Time Off policy, and many region specific benefits.

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