Bilingual Member Services Representative (Remote, Spanish Speaking)

3+ years of general work experience (healthcare call environments preferred) Physically located in California Bilingual – English/Spanish Telehealth experience in high volume call settings (inbound and outbound) Strong understanding of cultural fluency High degree of empathy Ability to work collaboratively in a multidisciplinary team An eye for optimization Organizational skills Ability to remain patient when faced with adversity Strong technical skills and comfort with technology innovation, past experience with CRM databases, basic Excel, Word, email, and video conferencing A valid driver’s license and auto liability insurance Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder (Preferred) 2+ years of case management experience (Preferred) Experience with motivational interviewing (Preferred) Knowledge of medical terminology (Preferred)

Maintain ongoing caseload of individuals using evidence-based approaches to promote engagement and achievement of health goals. Use relationship-based strategies to support members with social support navigation. Conduct periodic telephonic and SMS outreach for timely follow-up. Work with members to identify health/wellness goals and incorporate them into Health Action Plan/Shared Care Plan. Support nurse care manager, behavioral health care manager, nurse practitioner, and Community Engagement Specialist with delegated tasks. Collaborate on care issues with Enhanced Care Management team through case reviews and consulting with care managers before clinical actions. Consistently meet monthly encounter metrics for compliance with health plan regulations. Identify and break down barriers to ensure individuals' continuation with the program. Assist individuals in securing connections to community supports by scheduling appointments, managing referrals, and ensuring timely follow-ups. Coordinate physical care management appointments through collaboration with external and internal providers. Utilize external and internal online platforms to collaborate with team members and carry out daily tasks.