Healthcare Advocate, Bilingual | Onsite: San Antonio

Responsibilities

• Handle inbound and outbound calls related to healthcare services, benefits, scheduling, and member support
• Provide accurate information and guidance while demonstrating empathy and professionalism
• Follow approved scripts, workflows, and escalation procedures
• Document member or patient interactions accurately and completely in required systems
• Identify and escalate issues that require additional support or resolution
• Maintain adherence to schedules, attendance policies, and break requirements
• Participate in coaching sessions, quality reviews, and team meetings
• Support operational initiatives aimed at improving service quality and member experience
• Stay current on healthcare processes, systems, and compliance requirements

Qualifications

• A high school diploma or equivalent required; college coursework preferred
• A minimum of 0–2 years of experience in a call center, healthcare, or customer service environment preferred
• Strong verbal and written communication skills with a strong patient- and service-focused mindset
• The ability to follow structured processes, scripts, and compliance requirements consistently
• Basic computer literacy and ability to navigate multiple systems simultaneously
• A strong attention to detail and ability to accurately document information
• The ability to handle sensitive information with professionalism and discretion
• A willingness to learn healthcare terminology, systems, and workflows
• The ability to perform effectively in a fast-paced, metrics-driven environment