Bilingual Phone Representative

This is a fully remote position, open to applicants in Honduras, +5 more countries.

📋 Description

• Manage both incoming and outgoing calls to potential families.

• Facilitate the onboarding process for prospective patients and arrange initial appointments.

• Provide clear explanations regarding billing, insurance, and other intricate financial details.

• Address objections and navigate challenging conversations effectively.

• Ensure all post-call procedures are completed, including consent form acquisition and diagnostic uploads.

• Serve as a communication bridge between families and healthcare providers.

• Report technical issues to product and engineering teams.

• Develop and uphold client relationships as a reliable point of contact.

• Identify client goals, challenges, and requirements while offering proactive solutions.

• Engage with clients through various channels, including email, phone, and video conferences.

• Manage inquiries, support tickets, and scheduling requests.

• Assist with client onboarding, implementation, enrollment, verification of documentation, training, and product adoption.

• Monitor usage metrics, pinpoint growth opportunities, and facilitate upselling or cross-selling.

• Track and report on client success metrics, KPIs, ROI, and usage insights.

• Resolve issues involving product, engineering, operations, billing, Care Operations, and Revenue Operations teams.

• Maintain accurate CRM records, reports, feedback, compliance documentation, and best practices.

• Ensure adherence to HIPAA regulations and maintain confidentiality.

⛳️ Requirements

• Demonstrated experience in phone-based sales or telemarketing, both inbound and outbound.

• Proficiency in Spanish at a native or C1+ level (CEFR).

• Proficiency in English at a C1+ level (CEFR).

• Practical experience with CRM or sales software, such as Salesforce or HubSpot.

• Familiarity with telephony or customer service platforms like Zendesk.

• Proven history of meeting or surpassing individual sales or call-volume goals.

• Experience in clarifying billing, insurance, or complex financial details to clients.

• Competence with Google Workspace and Slack.

• Background in healthcare, telehealth, or a patient-facing clinical setting is advantageous.

• Understanding of patient onboarding, appointment scheduling, or insurance verification workflows is a plus.

• Experience with consent form processing or medical documentation collection is beneficial.

• Previous experience as an early hire on a newly established or growing team is a plus.

🏝️ Benefits

• Competitive salary based on skills and experience.

• Fully remote position available from anywhere in LATAM.

• Team incentives and acknowledgment for maintaining 100% CRM hygiene and timely reporting.

• Generous paid time off in line with company policy.

• HMO coverage after three months for full-time employees based in the Philippines.

• Direct mentorship from international industry professionals.

• Continuous learning and development resources available.

• Opportunities for global networking with professionals around the world.