Bilingual Member Services Guide

Job Summary

Engaging with members across various channels, the full-time Bilingual Member Services Guide will assist in navigating healthcare complexities, resolve benefit issues, and conduct proactive outreach while working remotely.

Key responsibilities

• Engage with members through voice, digital, SMS, chat, and video, providing empathetic support and assistance
• Utilize data and AI tools to deliver accurate solutions while adhering to compliance regulations and performance metrics
• Flexibly adapt between inbound and outbound tasks, collaborating with clinical staff and adjusting to evolving business needs

Required qualifications

• 1+ years of experience in a high-volume customer-facing role or fast-paced healthcare environment
• Professional fluency in both English and Spanish, written and oral
• Genuine passion for improving the healthcare experience and serving members
• Ability to work a flexible schedule based on business needs, including potential seasonal adjustments
• Exceptional interpersonal skills with a high emotional intelligence to handle various interactions