Member Flex Guide, Bilingual – English/Spanish

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

📋 Description

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

• Translate and clarify intricate healthcare, insurance, and medical terminology into clear, culturally sensitive, and actionable guidance.

• Attentively listen to members' needs, establish rapport, and assist them in locating language-congruent providers and arranging appointments.

• Perform proactive outreach in members’ preferred language regarding preventive screenings, clinical programs, and benefit utilization.

• Recognize situations that necessitate clinical escalation and collaborate effectively with medical personnel and bilingual colleagues.

• Utilize the AI Guide Assistant to retrieve complex benefit information and deliver precise answers in both languages.

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

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

• Transition seamlessly between inbound support, outbound campaigns, and cross-functional programs according to seasonal business requirements.

• Adapt to evolving workflows, technological platforms, and policy modifications.

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

• May be placed into roles such as Inbound Member Service Guide, Outbound Member Service Guide, Care Access Guide, Digital Guide, Pharmacy Guide, or Member Outreach Specialist.

⛳️ Requirements

• Professional, native-level proficiency in both spoken and written English and Spanish is mandatory.

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

• Outstanding interpersonal skills and emotional intelligence.

• Ability to connect genuinely with diverse communities and de-escalate sensitive situations.

• Capability to simplify complex insurance and medical concepts into understandable terms in both languages.

• Comfort in utilizing AI-powered tools and managing multiple software platforms simultaneously while engaging in conversation, typing, and translating.

• Proven ability to adjust to shifting priorities and function effectively in ambiguous settings.

• Willingness to work varying hours based on operational requirements and seasonal demand.

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

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

• Established stress-management techniques for maintaining composure in fast-paced or emotionally charged environments.

• Required Spanish bilingual language assessment prior to employment.

• Must comply with HIPAA, regulatory compliance guidelines, and privacy policies.

🏝️ Benefits

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

• Generous paid time off.

• $100 monthly mobile or internet stipend.

• Stock options available for all employees.

• Bonus eligibility for all positions excluding Director and above.

• Commission eligibility for Sales positions.

• Parental leave program.

• 401K program.