Bilingue Member Services Representative – English/Spanish

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

📋 Description

• Act as the primary point of contact for both existing and potential members via incoming calls.

• Manage interactions from start to finish and aim to address member needs in a single touchpoint whenever feasible.

• Recognize opportunities to surpass member expectations and foster loyalty.

• Respond to questions regarding eligibility and benefits while verifying eligibility.

• Assist prospective members with enrollment, app downloads, and invite code support.

• Arrange and modify Care Team visits, sensor activation visits, and lab appointments.

• Support members with the initial setup of devices.

• Troubleshoot issues related to sensor synchronization, replacements, supply replenishment, and kit orders.

• Document interactions and outcomes using Salesforce, Zendesk, and Talkdesk.

• Ensure compliance with HIPAA and regulatory standards.

• Complete work-queue tasks and follow up between calls.

• Engage in daily huddles, training, and quality coaching.

• Undertake additional responsibilities that support member health, satisfaction, and retention.

⛳️ Requirements

• 1 to 2 years of experience in a healthcare contact center or a similar member-facing healthcare support role is highly preferred.

• Possess a warm, clear, and confident phone presence.

• Demonstrate strong active listening skills.

• Exhibit empathy and patience when assisting members facing health challenges or adapting to new technology.

• Capable of learning and operating across various technical platforms.

• Experience with Salesforce, Zendesk, or Talkdesk is advantageous.

• Open to coaching and able to implement feedback swiftly.

• Dependable with consistent attendance and adherence to schedules.

• Maintain a quiet, professional remote workspace.

• Have high-speed internet and reliable phone service.

• Availability to work full-time during contact center hours from Monday to Saturday, 9:00 am to 8:00 pm EST.

• Bilingual proficiency in Spanish is strongly preferred.

• Share a passion for Twin Health’s mission.

• Must be authorized to work for any employer in the U.S.; employment visa sponsorship or transfer is not available.

🏝️ Benefits

• Opportunity for equity participation.

• Unlimited vacation subject to manager approval.

• 16 weeks of 100% paid parental leave for delivering parents.

• 8 weeks of 100% paid parental leave for non-delivering parents.

• 100% employer-sponsored healthcare, dental, and vision coverage for you.

• 80% coverage for your family.

• Options for Health Savings Account and Flexible Spending Account.

• 401k retirement savings plan.

• Remote work opportunities.

• Global team environment.

• Competitive compensation package.