Bilingual User Support Representative

Provide front line support for the RSVP program by responding to inquiries from users regarding appointment changes, claim related questions, and basic technical issues regarding the Participant Portal via telephone and Secure Message. The User Support Representative will diagnose problems through discussions with users and will resolve straightforward issues and create tickets in the ticketing system for more complex problems. Respond to inquiries ranging from claims questions to first tier technical issues from users via phone and Secure Message and liaise with claims team to resolve claims related issues. Engage in active listening with callers and confirm or clarify information and document participant claims inquiries. Furthermore triage Secure Messages, create ticket for Claims Team and maintain tracking spreadsheet to ensure all messages are responded to and tickets resolved. Identify and troubleshoot technical difficulties by logging issues in ticketing system.