Role Summary The Biligual Customer Service Representative is Evry Health's primary point of human contact for members and providers, serving as the face and voice of the company's commitment to accessible, accurate, and empathetic health insurance support. This role manages inbound and outbound calls and email inquiries with professionalism and care — delivering accurate, thorough information on commercial health plan benefits, eligibility, claims, and billing to ensure every member and provider interaction reflects Evry Health's mission of bringing humanity to health insurance. At least two years of experience in customer service supporting a commercial health plan (not just Medicare, Medicaid, or Pharmacy) is required. Eligible candidates also must live in/work from the United States in either the CST or EST time zone. About Evry Health and Globe Life We are on a mission to bring humanity to health insurance. Our high-technology health plans expand benefits, increase access and transparency, and feature a personalized, human approach. We strive to ensure members live happier, healthier lives. Evry Health is the major medical division of Globe Life (NYSE:GL). Globe Life has 16. 8 million policies in force, and more than 3,000 corporate employees and 15,000 agents. For more than 45 consecutive years, Globe Life has earned an A (Excellent) rating or higher from A. M. Best Company. \n Roles and Responsibilities - Member & Provider Inquiry Resolution: Researches, reviews, and responds to inbound and outbound member and provider inquiries, using knowledge of benefits, eligibility, claims, and billing to resolve issues at first contact when possible.
Meets all turnaround times and department metrics, including quality, AHT, ASA, schedule adherence, etc. - Benefits, Eligibility & Claims Explanation: Accurately interprets and explains plan benefits, eligibility, cost-sharing, and claims payment decisions, applying working knowledge of CPT, ICD-10, HCPCS, and Revenue Codes. Provides support to providers which includes claim status, prior authorization requirements, payment details. Supports pharmacy and wellness vendor inquiries. - Escalation: Owns initial intake and documentation of escalated member and provider situations - Cross-Functional Collaboration & Documentation : Collaborates with Claims, Medical Management, and other internal teams to resolve complex issues, and accurately documents every interaction in the designated CRM system. - Trend Recognition & Member Portal Support: Monitors personal call/inquiry patterns to surface trends to leadership and assists members with portal navigation while promoting long-term digital self-sufficiency. Qualifications Required - High school diploma or equivalent required - 2+ years of customer service experience supporting commercial fully insured health plan business - Working knowledge of commercial health plan benefits, eligibility & claims processes - Demonstrated knowledge of CPT, ICD-10, HCPCS & Revenue Codes; Microsoft 365 proficiency required - Fluency in both English and Spanish is required. Pereferred - Associate's or Bachelor's degree in business, healthcare, or related field - Experience supporting Claims, Medical Management, and/or Appeals and Grievance functions - Proficiency with Salesforce or a comparable CRM system - Experience identifying/reporting call trends or serving in an informal team lead/quality capacity Telecommuting Requirements - This is a remote position. Our whole company works remotely. Company headquarters are in Dallas, Texas. - Company business hours are weekdays 9-5 CST. We will only consider candidates in the United States who reside in the CST or EST time zones. - Required to have a dedicated work area established that is separate from other living areas and provides information privacy. - Ability to keep all company sensitive documents secure.
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