CUSTOMER SERVICE ASSISTANT I

Description

**Job Description and Responsibilities:** **Working Hours:** 8:00 AM to 5:58 PM, with a 1 hour and 10 minute break, Monday through Friday. **Level:** Professional **Employment Type:** Permanent – CLT * Verify coverage information according to Manuals, ANS (National Health Agency) regulations, and plan usage guidelines; * Provide in-person assistance to beneficiaries to clarify services offered by the Customer Relations Department, handle first-instance complaints, explain authorization slips, track protocols, and forward cases to the Analysis Department; * Support customers by addressing reimbursement requests and forwarding them to the responsible team member; * Issue and deliver a Compliance Certificate when a beneficiary requires reimbursement from a government agency; * Issue and deliver a Residence Certificate when a beneficiary requests portability to another health plan operator; * Issue and deliver certificates such as: Income Tax Certificate, Annual Settlement Certificate, Utilization Report, and others; * Generate and deliver a second copy of the bank bill upon customer request, followed by subsequent delivery; * Request and deliver a second copy of the magnetic card to the customer once processed; * Receive requests for a second copy of the contract, forward them to the originating department for action, and subsequently deliver them to the beneficiary per internal procedures; * Receive customers in person and communicate their needs to relevant internal departments of the Cooperative; * Maintain an organized reception area (coffee, magazines, chairs, kiosk); * Verify coverage information according to Manuals, ANS (National Health Agency) regulations, and plan usage guidelines; * Assist beneficiaries via telephone or digital channels to clarify services offered by the Customer Relations Department, handle first-instance complaints, explain authorization slips, track protocols, and forward cases to the Analysis Department; * Support customers by addressing reimbursement requests and forwarding them to the responsible team member; * Generate and deliver a second copy of the bank bill upon customer request, followed by subsequent delivery; * Request a second copy of the magnetic card and notify the customer when it is returned by the postal service; * Receive requests for a second copy of the contract, forward them to the originating department for action, and subsequently deliver them to the beneficiary per internal procedures; * Issue and deliver a Compliance Certificate when a beneficiary requires reimbursement from a government agency; * Issue and deliver certificates such as: Income Tax Certificate, Annual Settlement Certificate, Utilization Report, and others; * Clarify questions regarding monthly fees, discounts, penalties, and other matters raised by customers; * Assist beneficiaries with corrections to registration data, contracts—e.g., accommodation type, coverage scope, service area, portability, maximum age limit, due date changes, annual adjustments, and age-based adjustments; * Perform other related duties consistent with the responsibilities of their operational unit and the nature of their work, as directed by superiors. **Requirements:** * Completed High School education; * Preferably enrolled in an undergraduate program in administrative fields; * Proficiency in Microsoft Office; familiarity with ANS (National Health Agency) regulatory resolutions; * Typing proficiency, strong communication and organizational skills, ability to interact effectively with diverse customers and situations, and problem-solving capability; * Proactivity, strong verbal and written communication skills, ability to work collaboratively in teams, organizational skills, and attention to detail. **Benefits:** Education allowance, Internal benefits, Pharmacy benefit plan, Parking, Birthday leave, Health insurance, Dental insurance, Profit-sharing opportunity, Private pension plan, Life insurance, Meal voucher, Transportation voucher