Bilingual Spanish Customer Service - Healthcare

About the role

This full-time remote position offers paid training, health benefits, opportunities for professional growth, and many additional employee perks.

Responsibilities

• Actively listen to callers to understand their concerns, build rapport, and create a positive customer experience
• Provide accurate information related to healthcare plan services, eligibility-related questions, benefits, member materials, and other general support needs
• Aid callers with account-related updates and guide them through available options and next steps in a clear, professional manner
• Support both members and providers by researching questions across multiple systems while maintaining engagement throughout the interaction
• Use client-specific tools, knowledge bases, and documented procedures to resolve inquiries efficiently and accurately
• Document all interactions thoroughly and accurately in the appropriate systems
• De-escalate concerns with empathy, patience, and professionalism to simplify the caller’s healthcare experience
• Navigate multiple applications and resources with speed and accuracy in a remote call center environment
• Adapt to changing business needs and support additional call types or workflows as needed

Requirements

• Must be 18 years of age or older with a high school diploma or equivalent
• Bilingual fluency in Spanish and English required
• Minimum of 6 months of previous healthcare call center, member service, provider service, pharmacy service, or related customer service experience preferred
• Exceptional customer service, active listening, and verbal and written communication skills required
• Strong computer proficiency and the ability to navigate multiple applications efficiently
• Willingness to work flexible shifts, including evenings, weekends, and holidays based on business needs
• Ability to work additional hours, including overtime beyond a standard 40-hour workweek, based on business and client needs

Qualifications

• Must have a high-speed internet with at least 50 Mbps download speed and 10 Mbps upload speed
• Must have a hard-wired internet connection via ethernet cable to a modem/router you own or are responsible for; no satellite, Wi-Fi-only, or cellular internet services
• Must have a dedicated, quiet, and secure workspace free from distractions
• Must have a USB wired headset with noise-canceling microphone

Skills

• Exceptional customer service
• Active listening
• Verbal and written communication skills
• Computer proficiency

Benefits and Perks

• Paid virtual training
• Bilingual pay at $17 per hour, with opportunity to earn up to $17.50 per hour
• Opportunities for professional development and career growth