{"id":3110470,"url":"https://alion.io/job/active-care-management-trilingual-customer-service-representative-mx","title":"Trilingual Customer Service Representative - MX","company":{"id":1059264,"name":"Active Care Management","domain":"active-care.ca","url":"https://alion.io/company/active-care","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-10-22T20:34:00Z","employer_posted_date":"2026-10-22","last_verified_at":"2026-11-05T15:22:27Z","board_verified":true,"closed_at":null,"days_open":13,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":13},"description":"Job Description\nAs a Third-Party Administrator for international health insurance clients, the Trilingual Customer Service Representative is responsible for providing professional support to healthcare providers regarding patients covered under international, expatriate, destination, and travel insurance plans.\nThe representative serves as the primary point of contact for providers, assisting with billing questions, and claim status requests. This role requires effective communication with healthcare providers while ensuring timely resolution of inquiries and appropriate escalation when necessary.\nMain daily responsibilities, but not limited to:\nRespond to inbound calls, emails, and portal communications from healthcare providers in a professional and timely manner. \nAssist providers with claim status inquiries, including processing status, payment details, and payment dates. \nDirect providers to the appropriate claims submission channels and ensure claims are submitted to the correct processing location. \nAssist in resolving provider billing concerns by coordinating with internal departments and other stakeholders. \nInvestigate and identify discrepancies related to claims, payments, or provider billing issues and escalate when appropriate. \nDocument all communications and actions accurately within company systems. \nFollow up on unresolved provider inquiries until resolution is achieved. \nIdentify potential issues that may impact provider satisfaction and proactively seek resolution. \nEscalate complex cases, service concerns, or sensitive issues to management when appropriate. \nMaintain service quality standards while managing inquiries efficiently and accurately. \nBuild and maintain positive relationships with healthcare providers through exceptional customer service.\nThis role requires managing a high volume of provider inquiries through calls, emails, and portals while maintaining accuracy, professionalism, and strong customer service. Key challenges include handling difficult conversations about claims, payments, and billing issues; investigating incomplete information; balancing productivity with service quality; prioritizing urgent cases; and ensuring detailed documentation. The position also requires effective communication in Spanish, English, and French.\nSuccess is measured by meeting or exceeding service level targets, maintaining high quality standards (95%+ QA score), accurately documenting all interactions, achieving productivity goals, resolving issues on first contact, minimizing escalations and errors, completing follow-ups on time, and demonstrating strong attendance, compliance, training completion, and provider satisfaction.\nRequirements:\nHigh School Diploma or Equivalent\nTrilingual (Spanish, English & French)\n2+ years of customer service experience in a Call Center or Customer Service environment\nDemonstrated ability to resolve complex customer issues while maintaining a high level of professionalism. \nPrior experience working in a multilingual environment is an asset.\nProficiency with Microsoft Office Suite (Outlook, Word, Excel, and Teams). \nAbility to navigate multiple systems simultaneously while speaking with providers. \nStrong data entry and documentation skills with a high level of accuracy.\nMust possess critical thinking skills as well as the ability to manage time efficiently.\nNeeds to communicate well with co-workers (verbal and written).\nKnowledge of phone manners, etiquette and protocols.\nProfessional phone etiquette and written skills\nAbility to adapt to changes\nAble to understand, interpret and explain policies and procedures as well as knowledge of commonly used concepts, practices and procedures in the field.\nAbility to deal with irate customers and complaints while maintaining composure and control of the situation.\nKnowledge of Microsoft Office.\nAbility to learn from past 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