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Bilingual Customer Care Specialist (Maumee, OH)
Ref No.: 17-03167
Location: Maumee, Ohio
Position Type:Full Time/Contract
Start Date / End Date: 08/14/2017 to 10/02/2017
Paladin Consulting is currently hiring a ­­­­­­­­­­­­­­­­­­­­Bilingual Customer Care Specialist to join our team working onsite at our client's office located in Maumee, OH.

We work with companies that offer environments for our employees to contribute, learn, and advance their career. We treat you like you are part of the family.

Job Title: Bilingual Customer Care Specialist
Work Location: Maumee, OH
Duration: Long-term contract
Education/Experience Required: High school diploma or GED

Job Description & Responsibilities:
  • Provide information and resolve any issues pertaining to callers questions / concerns with courtesy and professionalism.
  • Perform, track and log all transactions performed related to participant across multiple plans as well as multiple clients.
  • Validate the authenticity of documents provided
  • Data Entry into Eligibility Insight system with accuracy.
  • Imaging client's participant information for storage retrieval by the client.
  • Adhere to scheduled phone time during shift and remain flexible to support unanticipated events that drive volume.
  • Attend all departmental meetings and training classes required.
  • Responsible for client information confidentiality.
  • Securing client information according to Personal Health Information (PHI) regulations.
  • Follow escalation protocol.
  • Keeping managers apprised of status of assignments and issues.
  • Participate in special projects or assignments as instructed by supervisor.
Skills & Qualifications:
  • 1-2 years of related work experience in insurance administration.
  • Detail oriented and good organization skill.
  • Strong organizational and time management skills.
  • Excellent telephone manner/presence for client contact.
  • Self-starter and good problem solving skills.
  • Ability to work in a multi-task environment.
  • Strong computer skills.
  • Takes initiative.
  • Ability to work on a team.
  • Handle escalated phone calls.
  • Overall Assessment Rating of 3.5 / Strong or above.
  • Fluent in Spanish, not required, but would be a plus.
  • Able to manage multiple tasks for multiple clients.
  • Learn and follow standard processes and procedures.
  • Able to learn state specific laws regarding marriage, Domestic Partners, and Common Law Marriages.
  • Communicates well with clients and managers.
  • Detail oriented and organized.
  • Works well in a group environment.
  • Reliable.
  • Able to be at company standards of:
    • Average speed to answer call ?15 seconds
    • Average hold time ?30 seconds
    • Call Abandonment rate ? 3%
    • Average call length ? 5 minutes
    • Data entry accuracy 98% or better
    • Customer satisfaction rate 97% or better
For more information or to view other opportunities, visit us at

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