Bilingual Customer Service Representative, English/Spanish

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

📋 Description

• Respond to inbound calls and assist members with scheduling, modifying, or canceling transportation services.

• Initiate outbound calls to confirm trips, provide updates, or follow up on any issues.

• Utilize internal systems to verify eligibility, benefits, and necessary trip details.

• Communicate details regarding pickup times, provider information, and ride expectations.

• Address issues with late drivers, missed pickups, and other transportation-related challenges.

• Escalate urgent or complex cases to supervisors or Tier 2 support as needed.

• Accurately document all interactions in the CRM system.

• Comply with Medicaid, HIPAA, and transportation regulations.

• Follow established scripting, system workflows, and quality assurance protocols.

• Achieve or exceed key performance indicators such as quality, average handling time, adherence, attendance, and accuracy.

• Engage in training, coaching sessions, and team huddles.

• Work collaboratively with supervisors, dispatch, quality assurance, and training teams to enhance member experience.

⛳️ Requirements

• Must reside within the United States of America.

• Proficient in both English and Spanish.

• Availability to commence work on September 23, 2026.

• At least 1 year of experience in a call center, customer service, healthcare, transportation, or a related field.

• Possession of your own equipment is necessary.

• Excellent communication skills with the ability to remain composed under pressure.

• Comfortable navigating multiple computer systems and documenting information swiftly.

• Detail-oriented with a strong capacity for problem-solving.

• Consistent attendance and punctuality are essential.

• Capability to work during specified shifts, including weekdays, weekends, and some holidays.

• Must adhere to state Medicaid, HIPAA, and transportation compliance regulations.

🏝️ Benefits

• Work is fully remote.

• Two weeks of training from 9:00 AM–5:00 PM EST starting September 23, 2026.