Member Flex Guide, Bilingual, Spanish

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

📋 Description

• Interact with members through various channels (voice, digital, SMS, chat, video) with profound empathy, professionalism, and care.

• Assist members in understanding their benefits, locating providers, scheduling appointments, and simplifying complex healthcare information into clear, actionable terms.

• Carry out proactive clinical outreach, effectively determining escalation paths and working in collaboration with clinical staff.

• Utilize data, internal systems, and an AI Guide Assistant to provide swift, accurate, and thoroughly documented solutions.

• Comply rigorously with HIPAA guidelines, compliance regulations, and internal procedures.

• Achieve established productivity, quality, and output performance metrics and standards.

• Adjust between inbound, outbound, and cross-functional programs as seasonal business needs change.

• Actively incorporate real-time feedback and coaching from colleagues and leadership to foster personal growth.

⛳️ Requirements

• Over 1 year of experience in a high-volume customer-facing position or a fast-paced healthcare setting, demonstrating a successful history of building trust and professional relationships.

• Professional proficiency in both English and Spanish — written and spoken — is mandatory.

• A genuine enthusiasm for enhancing the healthcare experience: you enjoy serving others, have a deep concern for people, and are motivated by making a difference.

• Capability to work a flexible schedule based on business requirements, including possible seasonal adjustments.

• Outstanding interpersonal and communication skills along with high emotional intelligence: adept at adjusting your tone to suit various situations, and naturally skilled at making individuals feel acknowledged.

• Proficient in de-escalating intense or emotionally charged situations with empathy and calmness, and in translating complex information into simple, actionable terms.

• Comfortable collaborating with AI-driven tools and digital platforms to streamline tasks and improve the quality of member service.

• Flexibility and adaptability: you transition swiftly between priorities, function effectively in ambiguous situations, and welcome frequent process changes with a positive mindset.

• Strong multitasking skills: able to listen, converse, and type simultaneously while ensuring accuracy and engagement.

🏝️ Benefits

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

• Generous paid time off.

• $100 monthly mobile or internet stipend.

• Stock options available to all employees.

• Bonus eligibility for all roles, excluding Director and above; Commission eligibility for Sales roles.

• Parental leave program.

• 401K program.

• And more....