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 straightforward, culturally sensitive, and actionable advice.

• Actively listen to member needs, develop rapport, and assist members in locating language-appropriate providers while scheduling appointments.

• Conduct proactive outreach in the preferred language of members regarding preventive screenings, clinical programs, and benefit usage.

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

• Collaborate with an AI Guide Assistant in real-time to retrieve benefits information and provide precise responses.

• Ensure comprehensive and accurate documentation in internal systems for each interaction.

• Comply with HIPAA, regulatory compliance standards, and privacy regulations.

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

• Alternate between inbound support, outbound campaigns, and cross-functional initiatives according to seasonal business needs.

• Adapt to evolving workflows, technology platforms, and policy changes.

• Utilize real-time coaching and feedback from leadership to foster continuous professional growth.

⛳️ Requirements

• Native-level professional oral and written fluency in both English and Spanish is essential.

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

• Outstanding interpersonal abilities and emotional intelligence.

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

• Proficient in simplifying complex insurance and medical concepts into understandable terms in both languages.

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

• Proven ability to adapt to changing priorities and function effectively in uncertain environments.

• Availability to work varying hours depending on operational requirements and seasonal demand.

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

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

• Proven techniques for managing stress to maintain composure in fast-paced or emotionally challenging situations.

🏝️ Benefits

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

• Generous paid time off.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available to all employees.

• Bonus eligibility for all positions excluding those at the Director level and above.

• Parental leave program.

• 401K program.