Member Flex Guide, Bilingual/Spanish

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

📋 Description

• Interact with members through various channels including voice, digital, SMS, chat, and video.

• Assist members in navigating their benefits, locating providers, scheduling appointments, and comprehending complex healthcare information.

• Perform proactive clinical outreach, determine escalation paths, and work in collaboration with clinical personnel.

• Utilize data, internal systems, and an AI Guide Assistant to provide prompt, precise, and well-documented solutions.

• Adhere to HIPAA regulations, compliance guidelines, and internal processes.

• Achieve productivity, quality, and output performance targets.

• Adapt between inbound, outbound, and cross-functional initiatives as business priorities shift.

• Adjust to updates in processes, workflows, and technology.

• Implement feedback and coaching from colleagues and leadership to foster personal growth.

⛳️ Requirements

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

• Professional proficiency in both English and Spanish, both written and spoken.

• Ability to maintain a flexible schedule according to business needs, including potential seasonal changes.

• Outstanding interpersonal and communication abilities with a high level of emotional intelligence.

• Capability to de-escalate emotionally charged situations with empathy and poise.

• Skill in simplifying complex information into clear, actionable terms.

• Comfort with AI-driven tools and digital platforms.

• Flexibility and adaptability in response to shifting priorities and processes.

• Strong multitasking skills while ensuring accuracy.

• Previous experience in a contact center or call center environment is preferred.

• Background in healthcare, health insurance, or Medicare Advantage is desirable.

• Familiarity with benefits, scheduling, and medical terminology is an asset.

• Experience in highly regulated settings, particularly regarding HIPAA guidelines and requirements, is preferred.

• Ability to navigate multiple software platforms concurrently is desired.

• Experience utilizing stress management techniques is a plus.

• Capacity to quickly apply feedback and demonstrate growth is desired.

• Availability to work during the specified seasonal operational hours, including potential weekend shifts.

• Assigned shift duration is 8.5 hours, which includes a 30-minute lunch break.

🏝️ Benefits

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

• Generous paid time off policy.

• $100 monthly stipend for mobile or internet expenses.

• Stock options available for all employees.

• Bonus eligibility for all positions, excluding Director and above.

• Commission eligibility for Sales roles.

• Parental leave program.

• 401K program.

• Comprehensive rewards package for full-time employees.