Remote- Bilingual Operations Support Specialist

Insight Global is seeking a Remote Bilingual Operations Support Specialist for a telehealth and nutrition client based out of San Francisco. The goal of this client is to help people transform their lives by making meaningful changes to their eating habits and lifestyle. This person will be joining their inbound support team but will mainly be responsible for the day to day operations of the food delivery division.

The main responsibilities include:

Respond promptly to incoming calls and emails from members regarding their food delivery status, Referral Status, Referral issues, Scheduling appointment, Food partner support, and address basic program inquiries.
Provide empathetic and efficient assistance to ensure a seamless customer experience.
Collaborate closely with the customer support manager, Food operations coordinator, and client development team to identify areas for improvement in workflows and processes.
Offer valuable insights and suggestions to enhance the overall customer support experience.
Maintain accurate records of customer interactions and resolutions to facilitate future reference and analysis.
Act as a liaison between customers and internal teams to ensure effective communication and resolution of issues.
Stay updated on company policies, procedures, and product offerings to provide accurate information to customers.
Continuously strive to optimize operational efficiency and enhance customer satisfaction through proactive problem-solving and innovation.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com .

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Required Skills & Experience

5+ years of experience in inbound customer support and inbound operations

Bilingual in English and Spanish

Experience in effectively communicating with insurance companies and external vendors to ensure smooth
operations and resolve issues promptly

Skilled in investigating disputes and managing escalation claims, with a strong ability to identify root causes

Excellent communication skills, both written and verbal, with the ability to connect with individuals from diverse backgrounds

Ability to work independently but efficiently from home with the willingness to adapt- this is a start-up environment, and things are constantly changing!

Nice to Have Skills & Experience

Experience handling grievances and appeals for an insurance company

Prior experience in IT Support role

Prior experience with AWS ConnectPath

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.