The Role
Handle calls from injured employees, document losses, follow claim procedures, determine when nurse triage is needed, and support claims through completion. Provide accurate Spanish-English translation, warm transfers, and issue resolution while maintaining professionalism. The role requires strong English proficiency, bilingual real-time translation skills, written communication, computer proficiency, and schedule availability in a fast-paced customer service environment.
Summary Generated by Built In
Guatemala-based candidates with valid work authorization only.
Specific Responsibilities:
- Take calls for our Injured Employees and Complete a Loss documentation report.
- The agent will follow established protocols with our clients and determine if call requires triage with Nurse.
- Following established procedures agents will follow the life cycle of claim towards its completion.
- The agent will provide Translation Services to other members of the business unit. This includes but is not limited to online translation from Peer to Injured Employee, taking over Reports to complete them and determinate triage and receive warm transfer calls to provide Spanish speaking service to specific Client calls.
- Complete additional work assignments as required by management, working both individually and in a team environment with a focus on responding to provider issues and direct problem resolution while exhibiting courtesy and professionalism for all co-workers and customers.
Job Requirements:
- English level C1 or C2 proficiency required.
- Proficient in real-time translation: Spanish to English and English to Spanish. Preferably with experience in fast-paced environments requiring accurate and culturally sensitive communication. Certified Translator would be preferrable but not a must
- Good Written and Reading comprehension skill required.
- Experience in Customer Service and Call Center metrics is required but not Mandatory.
- Skilled in the use of computers and Office packages, Teams and Outlook.
- Schedule availability
Skills Required
- Guatemala-based candidate with valid work authorization
- English proficiency at C1 or C2 level
- Proficiency in real-time Spanish-to-English and English-to-Spanish translation
- Good written and reading comprehension
- Customer service and call center metrics experience
- Computer proficiency and experience with Microsoft Office, Teams, and Outlook
- Schedule availability
- Certified translator credential
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The Company
What We Do
Founded in 1994 and headquartered in Conshohocken, Pennsylvania, MedRisk was established with a mission to revolutionize physical rehabilitation for workers' compensation patients. Over the last 30 years, the company has evolved into a leading managed care organization dedicated to physical rehabilitation and medical bill review for the casualty claims industry.
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