Care Center Representative, Bilingual

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

📋 Description

• Respond to both emergency and non-emergency calls, adhering to established protocols to assess priorities and dispatch appropriate responses.

• Deliver compassionate customer support utilizing both scripted and unscripted responses.

• Monitor a significant volume of medical alerts and alarms, providing genuine care in potentially stressful situations.

• Accurately document call details, dispatches, and messages into a database in real-time while maintaining concentration and precision.

• Communicate with empathy, respect, and patience to ensure a positive experience for our members.

• Verify and update customer information in the system to maintain accurate records.

• Troubleshoot alarm systems and report any issues to guarantee timely maintenance.

• Proactively inquire about and suggest preventative healthcare services to members.

• Manage access to highly sensitive materials and uphold strict confidentiality.

• Engage in simultaneous talking and typing while efficiently navigating multiple screens and systems.

• Successfully complete new hire training and pass all required compliance assessments.

• Carry out other assigned duties.

⛳️ Requirements

• High School Diploma or GED is required.

• 0–1 year of customer service experience, ideally within a contact center or healthcare environment.

• Exceptional customer service and interpersonal skills.

• Strong oral and written communication skills.

• Ability to remain calm and empathetic in high-pressure situations.

• Self-motivated with the capability to work both independently and collaboratively.

• Proficient typing skills (minimum 35 WPM).

• Familiarity with customer service software and CRM systems is preferred.

• Capacity to efficiently toggle between multiple screens and systems.

• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.

🏝️ Benefits

• Medical, Dental, and Vision insurance.

• Employer Paid Basic Life Insurance and AD&D.

• Voluntary Life Insurance (Employee/Spouse/Child).

• Health Care and Dependent Care Flexible Spending Accounts.

• Pre-Tax and Post-Tax Commuter and Parking Benefits.

• 401(k) Retirement Savings Plan with Company Match.

• Paid Time Off.

• Paid Parental Leave.

• Short-Term and Long-Term Disability.

• Tuition Reimbursement.

• Employee Discounts (retail, hotel, food, restaurants, car rental, and much more!).