Duties:
Serve as an interpreter for KEMI and customers in Spanish and English.
Translate KEMI correspondence in Spanish and English.
Provide effective resolutions for policy-related changes in accordance with underwriting guidelines, communicate any additional premium charges, offer flexible payment options by phone, and provide detailed documentation for the change(s).
Reassign alternate audit types and/or deferred audits, and communicate due dates and expectations for compliance.
Establish audit payment plans for assessment amounts and future installments in accordance with audit guidelines and document plan agreement.
Approve urgent prescription requests, ongoing medical treatment, physical therapy evaluations, and durable medical equipment in accordance with applicable drug formularies and claims guidelines, to meet our customers' needs more effectively.
Assist customers with policy and/or claims-related questions, billing issues, claims filing, classification assignment, cancelations/reinstatements, and other queries.
Manage customer issues in a professional manner, utilizing company policies to determine an immediate resolution and/or escalate to KEMI management when appropriate.
Compose well-written, accurate, and timely responses to electronic communications.
Communicate to Customer Service Management any customer service-related concerns and reports of unclear KEMI communications or process inefficiencies, to ensure KEMI's strategy and objectives are met.
Achieve employee SMART Goals.
Perform other duties as requested.
Knowledge, Skills and Abilities:
Advanced fluency in Spanish and English interpretations and translations.
Effective communication skills, both written and verbal.
Strong interpersonal and organizational skills.
Ability to multi-task, set priorities and manage time effectively.
Attention to detail and accuracy.
Ability to make sound business decisions.
Intermediate to advanced knowledge of Microsoft Word, Excel and Outlook.
Ability to learn custom software programs.
Knowledge of all aspects of workers' compensation coverage (underwriting, claims, loss education, audit and finance).
Education:
Bachelor's Degree preferred.
Experience:
Experience and/or education demonstrating fluency and proficiency in Spanish and English interpretations and translations required. Two to four years of bilingual customer service and/or workers' compensation experience preferred.
FLSA Category:
Career Path Category & Level:
Career Path:
Exempt.
Business Professional, Professional II
Professional III
Essential Functions:
Efficiently provide Spanish and English interpretation, translation, and superior service to customers.
Ability to work at a desk for extended periods of time, communicate via telephone, operate a computer, keyboard and mouse throughout the day.
Ability to occasionally travel to provide interpretation services.
Reliable attendance.
Adhere to all company policies.
Interact professionally with coworkers, existing and potential customers.
Actively support the KEMI Mission, Vision, Values and culture.
The requirements listed above are representative of the knowledge, skills and/or abilities required to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.