Bilingual Customer Service Representative – Level I

About the role

We are looking for bilingual (English/Spanish) Customer Service Professionals (CSP) Level I to join our inbound contact centre. The role focuses on handling high‑volume inbound and outbound calls, processing physical medicine referrals, and coordinating patient scheduling with in‑network providers.

Key responsibilities

• Receive inbound phone and electronic referrals from workers’ compensation insurers, case managers, providers, doctors and patients.
• Open new cases accurately following company policies.
• Make outbound calls to adjusters, physical therapy providers and patients to schedule appointments.
• Communicate timely updates on patient status to adjusters and nurse case managers.
• Maintain monthly Total Agent Availability (TAA) goals and meet quality standards.
• Validate and correct case data, merge duplicate records and purge unnecessary files.
• Request verification documents from insurers and providers.
• Identify system or procedural issues and report them to supervisors.
• Complete special projects as assigned and adhere to URAC Utilization Management Standards.

Required profile

• Bachelor’s degree preferred or equivalent industry experience.
• Minimum three years of call‑center experience handling both inbound and outbound calls in a medium to high‑volume environment.
• Excellent verbal and written communication in English; Spanish proficiency is a plus.
• Strong problem‑solving abilities, attention to detail and ability to multitask independently.

Required skills

• Proficient data‑entry skills.
• Microsoft Word, Excel and Outlook.