Bilingual Customer Service Representative

We are seeking Bilingual Senior Customer Service Representatives to support a high-volume healthcare contact center. This fully remote contract opportunity supports individuals participating in government healthcare programs by providing accurate information regarding eligibility, enrollment, benefits, and available services. The ideal candidate is a strong communicator who is comfortable handling both inbound and outbound calls, researching complex customer questions, navigating multiple systems, and providing professional, compassionate service.

Responsibilities

• Handle inbound and outbound calls with customers, healthcare providers, and other program stakeholders.
• Provide accurate and unbiased information regarding healthcare eligibility, enrollment, services, benefits, and program requirements.
• Assist customers with understanding their healthcare program options and navigating enrollment-related questions.
• Research customer and case histories across multiple systems to resolve questions and service issues.
• Investigate and resolve complex or escalated inquiries while maintaining a high level of customer service.
• Process enrollment, disenrollment, and other program-related transactions accurately and efficiently.
• Review and interpret customer, beneficiary, provider, and system information to determine appropriate next steps.
• Maintain current knowledge of program policies, procedures, and compliance requirements.
• Coordinate with internal teams, healthcare plans, and other partners to resolve customer inquiries.
• Document customer interactions and case activity accurately within required systems.
• Identify recurring issues, trends, or process gaps and escalate concerns appropriately.
• Meet established productivity, attendance, quality assurance, and performance expectations.
• Maintain strict confidentiality and security of customer and healthcare-related information.
• Participate in special projects, audits, training, or additional operational support as needed.

Requirements

• High school diploma or GED required.
• Minimum of 1 year of relevant professional experience in customer service, call center operations, healthcare support, benefits, insurance, enrollment, or a related environment.
• Fluent in both English and Spanish required; must successfully complete a bilingual language fluency assessment.
• Strong verbal and written communication skills.
• Ability to communicate professionally with customers from diverse backgrounds.
• Comfortable handling a high volume of inbound and outbound calls.
• Strong research, problem-solving, and issue-resolution skills.
• Ability to navigate multiple computer systems simultaneously.
• Strong attention to detail and ability to accurately document customer interactions.
• Previous healthcare, Medicaid, insurance, benefits, eligibility, or government program experience is a plus.
• Must be able to work independently in a professional remote environment.

Training & Schedule

Training: Monday-Friday, 8:00 AM-4:30 PM ET
Training Duration: 4 weeks of instructor-led training followed by approximately 2-3 weeks of nesting/on-the-job support.
Important: 100% attendance is required throughout training and nesting. Candidates should not have any planned appointments or time off during this period. Employees will be expected to remain on camera throughout training and nesting.

Hours of Operation: Monday-Friday, 8:00 AM-7:00 PM ET
The anticipated regular shift is approximately 10:30 AM-7:00 PM ET, although schedules are subject to change based on business needs.

Remote Work Requirements

• This position is fully remote; candidates may reside anywhere within the contiguous United States, provided they are able to work Eastern Time Zone hours.
• Company equipment will be provided and shipped directly to the employee. A signature will be required upon delivery.
• Candidates must have a reliable, traditional wired home internet connection with recommended minimum speeds of 50 Mbps download and 20 Mbps upload. Cellular/mobile-based internet services are not permitted. Proof of internet speed may be requested prior to starting.

Additional Requirements

Employment is contingent upon successful completion of required pre-employment screening, which may include criminal background checks, federal records searches, exclusion/debarment checks, employment verification, and education verification.

This is an excellent opportunity for a bilingual customer service professional who enjoys helping others, is comfortable working in a structured contact center environment, and wants to gain additional experience supporting healthcare and government-sponsored programs.

Employment Type: 3-Month Contract