Trilingual Customer Service Representative (Spanish, English, French)

About the role

As a Third-Party Administrator for international health insurance clients, the Trilingual Customer Service Representative provides professional support to healthcare providers on behalf of patients covered under international, expatriate, destination and travel insurance plans. The representative is the main point of contact for providers, helping with billing questions and claim status requests, and must communicate effectively in Spanish, English and French.

Key responsibilities

• Respond to inbound calls, emails and portal messages from healthcare providers in a professional and timely way.
• Help providers with claim status inquiries, including processing status, payment details and payment dates.
• Guide providers to the right claims submission channels and make sure claims go to the correct processing location.
• Resolve billing concerns by coordinating with internal departments and other stakeholders.
• Investigate discrepancies in claims, payments or billing and escalate them when appropriate.
• Document all communications and actions accurately in company systems and follow up on unresolved inquiries.
• Proactively look for issues that could affect provider satisfaction and escalate complex or sensitive cases to management.
• Maintain service quality standards, meet service level targets and achieve a QA score of 95% or higher.

Required profile

• High school diploma or equivalent.
• Trilingual: Spanish, English and French.
• At least 2 years of customer service experience in a call center or customer service setting.
• Prior experience in a multilingual environment is an asset.
• Ability to handle difficult conversations, irate customers and complaints while staying calm.

Required skills

• Proficiency with Microsoft Office (Outlook, Word, Excel, Teams).
• Ability to work with several systems at once while talking to providers.
• Accurate data entry and documentation.
• Time management, critical thinking and good verbal and written communication.
• Knowledge of phone etiquette and the ability to explain policies and procedures.