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 incoming calls.

• Attentively listen to customer needs and provide professional responses.

• Offer precise information regarding transportation services and member support programs.

• Address customer inquiries and concerns with patience and empathy.

• Input and maintain accurate customer information and data.

• Achieve defined performance and quality standards.

• Adhere to HIPAA and compliance protocols when managing protected health information.

• Refer transportation or customer service issues to the relevant leadership team.

• Engage in mandatory training, coaching, compliance courses, and virtual training or meetings.

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

⛳️ Requirements

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

• Fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

• Proficient data-entry skills with a keen eye for detail.

• Capable of adjusting to a fast-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and polite communication style.

• Ability to work independently while juggling competing priorities.

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

• Required to maintain a professional appearance and demeanor.

• Must be available to be on camera during training sessions and required meetings.

• Expected to meet attendance and punctuality standards.

• Should have a download speed of approximately 80–100 Mbps.

• Should have an upload speed of approximately 12–20 Mbps.

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

• Should not have conflicting responsibilities that interfere with scheduled work hours.

• Must provide personal equipment.

• Windows 11 PC is required; Mac is not supported.

• Minimum of 16 GB RAM.

• Dual monitors are necessary.

• A webcam and a wired USB headset are required.

• i5 processor or higher is a must.

• Fibre internet with a wired Ethernet connection is necessary.

• A backup power solution is required.

• Must have Microsoft Teams / Office 365.

• Completion of all hiring process stages, including resume review, questionnaires, interviews, and background checks, is mandatory.

• Resume must be submitted in English.

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Required training and coaching provided.

• Cultural fit assessment may be part of the selection process.