Bilingual Member Services Agent I

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

📋 Description

• Perform outbound outreach to members to communicate the advantages of enrolling in Vida’s complimentary program.

• Handle inbound calls to carry out assessments, respond to service inquiries, assist with enrollment, guide app navigation, and provide status updates.

• Address member inquiries in a professional, empathetic, and efficient manner.

• Record member interactions and resolutions in the Member Services system while upholding confidentiality in accordance with HIPAA regulations.

• Resolve member issues, escalate complex matters, and ensure timely follow-up.

• Adhere to company protocols and healthcare standards while addressing concerns and overcoming objections.

• Assist with various Member Services projects, including updating training materials, leading peer sessions or team meetings, enhancing scripts, and quality monitoring.

• Engage in continuous training and professional development.

• Foster a welcoming, solutions-oriented, member-centric service environment.

• Achieve and surpass inbound and outbound KPIs while performing other assigned tasks.

⛳️ Requirements

• High school diploma or equivalent is mandatory; an Associate's or Bachelor's Degree is preferred.

• A minimum of 2-3 years of experience in a customer service or call center position, ideally within the healthcare sector.

• Strong verbal and written communication skills are essential.

• Proficient in verbal and written communication in both English and Spanish.

• Exceptional problem-solving skills and active listening capabilities.

• Familiarity with CRM and ticketing systems is required.

• Ability to work effectively in a fast-paced, member-oriented environment.

• Reliable Wi-Fi connectivity to operate efficiently in a remote-first setting.

🏝️ Benefits

• Complimentary enrollment in the Vida program for members.

• Potential for extension beyond the 3-month seasonal term based on business needs and performance.

• Continuous training and opportunities for professional development.