Job Summary
This role focuses on delivering empathetic and accurate customer service for workers compensation insurance claims within a hybrid work model and rotational shift environment. The specialist will handle claim inquiries from Spanish speaking customers support end to end claim servicing and ensure timely resolution that aligns with company standards regulatory requirements and a strong commitment to societal well being through fair claim support.
Responsibilities
- Provide responsive and courteous customer service for workers compensation claims by managing inquiries across channels and ensuring clear information is shared in a timely and accurate manner
- Handle claim related questions from employees and employers with careful attention to policy coverage claim status and next steps fostering trust and confidence in the claims process
- Coordinate closely with internal claims handlers and support teams to streamline case activities and reduce delays improving overall claim cycle time and customer satisfaction
- Document every customer interaction and claim detail thoroughly in case management systems to maintain reliable records that support compliance reporting and smooth handoffs across teams
- Communicate complex claim decisions and procedures in simple and respectful language in Spanish and English enabling customers to understand their rights and responsibilities in the workers compensation process
- Assist claimants with required forms and documentation by guiding them through each step and clarifying expectations reducing errors and rework for both the claimant and the organization
- Monitor active claims for follow up actions and proactively reach out to stakeholders when updates are needed ensuring that no case is left unattended and service standards are consistently met
- Support rotational shift operations by maintaining consistent service quality across different time slots contributing to seamless coverage for customers regardless of when they contact the company
- Collaborate with team members in a hybrid work environment using digital tools and clear communication practices helping maintain continuity of service and shared understanding of claim priorities
- Apply knowledge of workers compensation regulations and claim handling practices to identify potential issues early escalating concerns appropriately to protect both claimants and the company
- Adhere strictly to organizational policies confidentiality expectations and data privacy norms while handling sensitive claim information safeguarding stakeholder trust and regulatory compliance
- Contribute to service improvement initiatives by sharing recurring customer pain points and practical suggestions with process owners helping enhance claim experiences and social impact through fair outcomes
- Participate in ongoing training on claims procedures customer service techniques and language proficiency to strengthen capabilities and sustain high quality interactions with diverse customer groups
Qualifications
- Possess solid customer service experience with two to three years in a client facing environment where prompt issue resolution and empathetic communication were central responsibilities
- Demonstrate practical exposure to workers compensation claim scenarios with familiarity in claim intake documentation requirements and typical workflows used in claims servicing contexts
- Show strong ability to read write and speak Spanish fluently while also communicating effectively in English allowing seamless support for multilingual customers and stakeholders
- Exhibit proficiency with office productivity tools and claim support systems to navigate case records update information accurately and use collaboration platforms effectively in a hybrid work setting
- Display clear problem solving abilities by analyzing customer concerns identifying root causes and applying relevant policies and procedures to reach fair and timely resolutions
- Bring proven adaptability to rotational shift schedules through reliable attendance and consistent performance ensuring stable service coverage for customers at varying times
- Maintain high standards of professionalism empathy and cultural sensitivity when interacting with injured workers and employers reinforcing the company commitment to safety recovery and social responsibility
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。