Bilingual Customer Engagement Specialist

We need to output HTML fragment with sections: headings

for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. Only include sections that have real specific content. Remove boilerplate, navigation, EEO, scam warning, etc. Must preserve all substantive info. Let's parse the posting. First paragraph: "Join us for an exciting career with the leading provider of supplemental benefits! O ur Promise Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards." This is about the company promise. Could be "About the role" or "About the company". Probably "About the role" is appropriate. Then: "THIS JOB POSTING IS PART OF OUR ONGOING HIRING FOR CUSTOMER SERVICE REPRESENTATIVES IN OUR 100% REMOTE MEMBER ENGAGEMENT CALL CENTER. BECAUSE WE FREQUENTLY RECRUIT FOR THIS ROLE, WE KEEP THIS POSTING OPEN YEAR-ROUND TO BUILD A STRONG PIPELINE OF QUALIFIED CANDIDATES. IF YOUR EXPERIENCE ALIGNS, WE'LL REACH OUT AS POSITIONS BECOME AVAILABLE." This is meta about posting; could be omitted? It's not essential job description but maybe part of "About the role". Might keep as part of description. Then: "As a Bilingual Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, youll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment! Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system." That's description. Then: "Candidates must be able to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time." That's schedule info. Then "Essential Job Functions" list: bullet points. Then "Requirements" list. Then "Preferred Requirements" list. Then "Skills" section: "At Av?sis , we strive to design equitable, and competitive compensation programs. Base pay within the range is ultimately determined by a candidate's skills, expertise, or experience. In the United States, we have three geographic pay zones. For this role, our current pay ranges for new hires in each zone are: Zone A: $16.68-$27.81Zone B: $18.14-$30.24Zone C: $19.55-$32.59FLSA Status: Hourly/Non-Exempt This role may also be eligible for benefits, bonuses, and commission. Please visit Avesis Pay Zones for more information on which locations are included in each of our geographic pay zones. However, please confirm the zone for your specific location with your recruiter." That's pay info. Then "We Offer" list: benefits. Then "How To Stay Safe" etc. That's boilerplate scam warning; remove. Then "Equal Employment Opportunity" etc; remove. Then "Originally posted on Himalayas" maybe metadata; can drop. Thus sections we have: - About the role (or maybe "About the company"): includes first paragraphs about promise, ongoing hiring, role description. - Responsibilities: could be "Essential Job Functions". Use heading Responsibilities. - Requirements: includes both required and preferred? Usually Requirements section for required; Preferred could be separate but we can combine or separate. The instruction: use headings for Requirements, Qualifications, Skills, Benefits, Pay, Schedule. We have Requirements (required), Preferred Requirements (maybe Qualifications), Skills (maybe separate). But we also have a Skills section that actually talks about compensation; that seems mislabeled. Actually the "Skills" heading in the posting is about compensation; but we should treat that as Pay section. The posting's "Skills" heading is misused; we need to follow instruction: use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). So we need to map content to appropriate headings. Thus: - About the role: company promise, role description. - Responsibilities: Essential Job Functions list. - Requirements: Required qualifications (High School Diploma, 2+ years healthcare CS, 1+ year high-volume call center, Fluency in Spanish, schedule availability, computer skills, home office, internet speed, confidentiality, communication skills, adaptability, logical thinking, diverse populations, overtime may be required). Also maybe include "Ability to work 40 hours/week..." but that's also schedule; we can put schedule separate. - Qualifications: Preferred Requirements (Associate's Degree, 2+ years dental insurance, exposure to Medicare/Medicare Advantage/Medicaid claims). - Skills: The posting's "Skills" section actually about compensation; but we need a Skills heading for actual skills like "Proficient Computer Skills", "Demonstrated sensitivity, empathy", etc. However those are already in Requirements. Might be better to treat the "Skills" heading as actual skills like "Proficient Computer Skills Including Microsoft Word, Excel, Outlook Required." etc. But those are already in Requirements. Could move them to Skills and keep Requirements more about education/experience. Let's decide: We'll put education/experience in Requirements, and actual skills/competencies in Skills. Thus: Requirements (education/experience): High School Diploma or equivalent required. 2+ years of experience in a healthcare customer service role. 1+ year of experience in a high-volume call center. Fluency in Spanish required. (maybe also schedule? but schedule separate). Also maybe "Ability to work 40 hours/week..." is schedule. Qualifications (preferred): Associate's Degree in Business, Management, or Operations. 2+ years of experience in dental insurance or a dental office. Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims. Skills: Proficient Computer Skills Including Microsoft Word, Excel, Outlook Required. Capacity to work unencumbered and independently in a home office/virtual environment. Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted. Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease. Demonstrated sensitivity, empathy, and compassion with Member callers. Able to maintain confidentiality and adhere to HIPAA requirements. Excellent written communication: ability to document caller interactions in a concise manner. Active listening skills while providing exceptional customer service. Excellent verbal communication skills with the ability to present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations. Able to apply logical thinking when evaluating problems. Adept to interacting with diverse populations. Overtime may be required at times during peak seasons. Pay: Base pay ranges per zone, FLSA Status, eligibility for benefits, bonuses, commission. Benefits: list from "We Offer": Meaningful and challenging work opportunities... Competitive compensation package. Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period. Life and disability insurance. A great 401(k) with company match. Tuition assistance, paid parental leave and backup family care. Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent. Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best. Employee Resource Groups that advocate for inclusion and diversity in all that we do. Social responsibility in all aspects of our work. We volunteer within our local communities, create educational alliances with colleges, drive a variety of initiatives in sustainability. Schedule: Candidates must be able to work 40 hours/week, Monday - Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time. (Also mention overtime may be required but that's in Skills maybe.) We should not repeat job title as heading. No Job ID. We must not include boilerplate like EEO, scam warning, etc. We need to output only HTML fragment, no /, no markdown. We'll produce sections as needed. Let's craft:

About the role

Join us for an exciting career with the leading provider of supplemental benefits! Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards. This job posting is part of our ongoing hiring for customer service representatives in our 100% remote member engagement call center. Because we frequently recruit for this role, we keep this posting open year‑round to build a strong pipeline of qualified candidates. If your experience aligns, we’ll reach out as positions become available.

As a Bilingual Customer Engagement Specialist in our Dental Medicaid Call Center, you will be the vital link between our members and their dental care needs. In this rewarding role, you’ll provide compassionate support and expert guidance to Medicaid recipients, helping them navigate their benefits and access essential services. Your ability to address inquiries and resolve issues will directly impact the health and satisfaction of our clients, making you a key player in our mission to improve access to dental care. Join a dynamic team dedicated to making a difference in the lives of underserved communities while advancing your career in a supportive and collaborative environment! Our department's purpose is to enhance the member experience by facilitating access to vital dental services, ultimately contributing to better health outcomes in our communities. Through our commitment to customer service, we strive to support those who may face barriers in navigating the healthcare system.

Responsibilities

• Answer 40‑60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
• Capture member information accurately and update systems with complete and concise data.
• Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
• Investigate issues that cannot be resolved at the time of initial call.
• Collaborate with internal teams to research and follow up with the Member until a resolution occurs.
• Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality and professionalism.
• Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member.

Requirements

• High School Diploma or equivalent required.
• 2+ years of experience in a healthcare customer service role.
• 1+ year of experience in a high‑volume call center.
• Fluency in Spanish required.

Qualifications

• Associate's Degree in Business, Management, or Operations (preferred).
• 2+ years of experience in dental insurance or a dental office (preferred).
• Exposure to Medicare, Medicare Advantage, or Medicaid insurance claims (preferred).

Skills

• Proficient computer skills including Microsoft Word, Excel, Outlook required.
• Capacity to work unencumbered and independently in a home office/virtual environment.
• Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50