Healthcare Customer Service Representative

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

📋 Description

• Deliver prompt and courteous assistance to health plan members and their representatives.

• Respond to inbound calls from health plan members and their representatives.

• Actively listen to understand customer needs and provide professional responses.

• Offer accurate information and support regarding transportation services and other member assistance programs.

• Address customer inquiries and concerns with patience, empathy, and professionalism.

• Input and maintain accurate customer information and data.

• Achieve established performance and quality standards.

• Adhere to HIPAA and compliance regulations when managing protected health information (PHI).

• Elevate transportation or customer service issues to the appropriate leadership team.

• Engage in mandatory training and coaching sessions.

• Complete all required compliance and training courses.

• Uphold professional conduct and appearance during training and ongoing coaching.

• Participate on camera during mandatory training and meeting sessions.

⛳️ Requirements

• At least 6 months of experience in an inbound contact center or relevant healthcare experience.

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

• Strong data-entry skills with keen attention to detail.

• Capacity to thrive in a fast-paced call environment.

• Comfort in managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work independently while managing multiple demands.

• Moderate familiarity with Microsoft Teams, Outlook, and Word.

• Must maintain a professional appearance and demeanor.

• Availability to be on camera during training and essential meetings is required.

• Must meet attendance and punctuality standards.

• Required download speed of approximately 80-100 Mbps.

• Required upload speed of approximately 12-20 Mbps.

• Must have a quiet, distraction-free workspace during scheduled work hours.

• No conflicting responsibilities that might interfere with scheduled work hours.

• Must provide personal equipment to perform the job, including:

• Windows 11 PC (Mac not supported).

• 16 GB RAM.

• Dual monitors.

• Webcam and wired USB headset.

• i5 processor or higher.

• Fibre internet with a wired Ethernet connection.

• Backup power solution.

• Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Applicants must complete every phase of the hiring process, including a background check.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.