Bilingual Customer Service Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Respond to incoming calls from health plan members and their representatives.

• Understand customer needs and provide professional responses.

• Offer precise information and support regarding available transportation services.

• Address customer inquiries and concerns with patience, empathy, and professionalism.

• Accurately enter and maintain customer information and data.

• Achieve established performance and quality standards.

• Adhere to HIPAA and compliance regulations when dealing with protected health information (PHI).

• Forward transportation or customer service issues to the relevant leadership team.

• Engage fully in mandatory training and coaching sessions.

• Finish all required compliance and training courses.

• Uphold professional conduct and appearance during training and ongoing coaching.

• Participate on camera during necessary training and meeting sessions.

⛳️ Requirements

• At least 6 months of experience in an inbound contact center or relevant healthcare experience.

• Fully bilingual in both English and Spanish.

• Exceptional verbal and written communication abilities.

• Strong data-entry capabilities and attention to detail.

• Capability to adjust to a fast-paced call environment.

• Comfortable dealing with challenging or emotional customer situations.

• Professional and courteous communication style.

• Ability to work independently while managing competing priorities.

• Moderate proficiency with Microsoft Teams, Outlook, and Word.

• Must maintain a professional appearance and demeanor.

• Availability to be on camera during training and mandatory meetings.

• Must fulfill attendance and punctuality requirements.

• Required download speed of approximately 80-100 Mbps.

• Required upload speed of approximately 12-20 Mbps.

• Must have a quiet, distraction-free workspace during scheduled hours.

• No conflicting responsibilities that could disrupt scheduled work hours.

• Must provide personal equipment necessary to perform the job.

• Windows 11 PC is required; Mac is not supported.

• Minimum 16 GB RAM.

• Dual monitor setup is required.

• Webcam and wired USB headset are necessary.

• An i5 processor or higher is needed.

• Fibre internet with a wired Ethernet connection is essential.

• Backup power solution must be in place.

• Proficiency with Microsoft Teams / Office 365 is required.

• All resumes must be submitted in English.

• Completion of every stage of the hiring process is mandatory.

• Must complete all required compliance and training courses.

🏝️ Benefits

• Weekly payment in arrears.

• Fully remote position; work from home in Mexico.

• Independent Contractor role.