Healthcare Customer Service Representative

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

📋 Description

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

• Listen attentively to grasp customer needs and reply in a professional manner.

• Offer precise information and support about available transportation services.

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

• Accurately enter and maintain 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 relevant leadership team.

• Engage fully in mandatory training and coaching sessions.

• Complete all necessary compliance and training programs.

• Maintain a professional demeanor and appearance during training and ongoing coaching.

• Participate on camera during required training and meeting sessions.

⛳️ Requirements

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

• Must be fully bilingual in English and Spanish.

• Exceptional verbal and written communication abilities.

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

• Capability to adapt to a high-paced call environment.

• Comfortable managing challenging or emotional customer interactions.

• Professional and courteous communication style.

• Ability to work independently and juggle competing priorities.

• Moderate proficiency in Microsoft Teams, Outlook, and Word.

• Must maintain a professional appearance and behavior.

• Must be available to appear on camera during training and mandatory meetings.

• Must adhere to attendance and punctuality standards.

• Internet download speed of approximately 80-100 Mbps is required.

• Internet upload speed of approximately 12-20 Mbps is required.

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

• No conflicting responsibilities that would interfere with scheduled work hours are permitted.

• Must supply personal equipment necessary for the job.

• Windows 11 PC is required (Mac is not supported).

• 16 GB RAM is necessary.

• Dual monitors are required.

• A webcam and wired USB headset are required.

• An i5 processor or better is necessary.

• Fibre internet with a wired Ethernet connection is needed.

• A backup power solution is required.

• Must have Microsoft Teams / Office 365.

• All resumes must be submitted in English.

• Candidates must complete each step of the hiring process, including resume review, pre-screen questionnaire, one-way video interview, pre-screen interview, and background check.

• Must comply with HIPAA and compliance standards when managing protected health information (PHI).

🏝️ Benefits

• Paid weekly in arrears.

• Fully remote; work from home in Mexico.

• Mandatory training and coaching provided.

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