Bilingual Customer Service Representative (Spanish)(Contract)

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Requirements:

• Bilingual fluency in Spanish and English, both written and verbal.
• Experience in a customer-facing role, maintaining composure under pressure.
• Excellent written and verbal communication skills.
• Highly organized with a process-oriented approach.
• Adaptability to a rapidly evolving startup environment.
• Desire to contribute to improving the healthcare system.
• Ability to work in a distraction-free environment with reliable internet.
• Bachelor’s degree preferred but not required.

Responsibilities:

• Deliver exceptional customer service to members through chat and email.
• Educate members on how to utilize their healthcare benefits effectively.
• Assist members in finding the right healthcare providers.
• Follow documented best practices for handling member inquiries.
• Suggest process improvements when identified.
• Manage workload using Garner’s tools, including Zendesk and G Suite.
• Triaging and escalating complex and urgent member care needs.
• Retain detailed knowledge of employer health benefits and insurance.
• Relay member feedback to leadership for solution improvement.