Member Flex Guide, Bilingual – English/Spanish

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

📋 Description

• Communicate fluently in both English and Spanish through various channels including inbound/outbound calls, SMS, chat, secure messaging, email, and video.

• Translate and clarify complex healthcare, insurance, and medical terminology into easily understandable, culturally sensitive, actionable advice.

• Assist members in locating language-appropriate providers and scheduling their appointments.

• Perform proactive outreach regarding preventive screenings, clinical programs, and the utilization of benefits.

• Recognize situations that require clinical escalation and work collaboratively with medical personnel and bilingual colleagues.

• Utilize the AI Guide Assistant in real time to retrieve benefit information and provide accurate responses.

• Ensure complete and accurate documentation of every interaction in internal systems.

• Comply with HIPAA regulations, compliance guidelines, and privacy policies.

• Achieve productivity and quality benchmarks, including resolution rates, service quality metrics, and handling times.

• Adapt between inbound support, outbound initiatives, and cross-functional programs in response to seasonal business demands.

• Adjust to evolving workflows, technological platforms, and policy changes.

• Integrate coaching and feedback from leadership for ongoing professional growth.

⛳️ Requirements

• Must possess professional, native-level oral and written fluency in both English and Spanish.

• At least 1 year of experience in a high-volume customer service position, contact center, or a fast-paced healthcare setting.

• Outstanding interpersonal skills and emotional intelligence.

• Proven ability to connect authentically with diverse communities and de-escalate sensitive situations.

• Proficient in simplifying complex insurance and medical concepts into clear language in both English and Spanish.

• Comfortable using AI-driven tools and managing multiple software platforms simultaneously while talking, typing, and translating.

• Demonstrated capability to adapt to shifting priorities and effectively operate in uncertain environments.

• Willingness to work flexible hours in accordance with operational requirements and seasonal needs.

• Experience in Medicare Advantage, health insurance, or HIPAA-compliant medical environments.

• Previous experience in a dedicated bilingual customer service or medical translation position.

• Proven stress-management skills to maintain composure in fast-paced or emotionally charged situations.

• A Spanish bilingual language assessment will be required prior to hiring.

• Availability to work scheduled shifts within the designated operational coverage hours.

🏝️ Benefits

• Employer-sponsored health, dental, and vision plans with low or no premiums.

• Generous paid time off policy.

• Monthly stipend of $100 for mobile or internet expenses.

• Stock options available for all employees.

• Eligibility for bonuses for all roles, excluding Director and above.

• Commission eligibility for Sales positions.

• Parental leave program offered.

• 401K program available.