Bilingual: Spanish Healthcare Call Center Rep - 77070

About the role

As a Customer Experience Agent, you are the first point of contact and the voice of the Client for our members. Your primary responsibility is to deliver exceptional, empathetic, and efficient service turning moments of concern into moments of reassurance. This role is fundamental to building trust with our members and delivering on our promise to improve every life. This is a full-time onsite position based in Northwest Houston, TX 77379 (also listed as Houston, TX 77070). The position is a Contract to Hire role.

Responsibilities

• Respond to inbound inquiries from our Medicare Advantage members, providing accurate, timely, and warm support.
• Navigate complex issues related to benefits, claims, enrollment, and clinical services, advocating for members needs while collaborating with internal teams to ensure full resolution.
• Embody a customer-first mindset by actively listening to needs, de-escalating concerns, and providing personalized, compassionate support.
• Use our internal systems and tools confidently to access member information while keeping your focus on the human connection behind every interaction.
• Contribute to a culture of continuous improvement by documenting interactions and sharing feedback trends to improve both processes and experiences.
• Adhere to all operational procedures and regulatory requirements to ensure compliance and protect member information.

Requirements

• Bilingual in Spanish
• Call center experience
• Customer service background
• Knowledge of healthcare, insurance, and Medicare
• Intermediate experience level

Benefits

• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan (pre-tax and Roth post-tax contributions)
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pay

Bilingual Pay: $24 per hour. The pay range for this position is $18.00 - $18.00/hr (flat rate). Actual compensation will depend on qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other job‑related factors.

Schedule

Coverage is needed between 7 am and 8 pm, totaling 8.5 hours per day (8 paid hours plus a 30‑minute unpaid lunch). Includes two paid 15‑minute breaks and one unpaid 30‑minute lunch, scheduled at designated times. Five working days per week with two days off – Monday to Saturday until January, then Monday to Sunday starting in January.