Healthcare Customer Service Representative

Job Description:

• Answer inbound calls from health plan members and representatives
• Listen carefully to understand customer needs and respond professionally
• Provide accurate information and assistance regarding available transportation services
• Handle customer questions and concerns with patience, empathy, and professionalism
• Enter and maintain accurate customer information and data
• Meet established performance and quality expectations
• Follow HIPAA and compliance requirements when handling protected health information (PHI)
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate fully in required training and coaching
• Complete all required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions

Requirements:

• Minimum 6 months of inbound contact center experience OR transferable healthcare experience
• Fully bilingual in English and Spanish
• Excellent verbal and written communication skills
• Strong data-entry skills and attention to detail
• Ability to adapt to a fast-paced call environment
• Comfortable handling difficult or emotional customer situations
• Professional and courteous communication style
• Ability to work independently and manage competing demands
• Moderate experience with Microsoft Teams, Outlook, and Word
• Must maintain a professional appearance and demeanor
• Must be available to be on camera during training and required meetings
• Must meet attendance and punctuality expectations
• Must have a download speed of approximately 80-100 Mbps
• Must have an upload speed of approximately 12-20 Mbps
• Must have a quiet, distraction-free workspace during scheduled working hours
• Must have no conflicting responsibilities that would interfere with scheduled work hours
• Must provide their own equipment to perform the job
• Windows 11 PC (Mac not supported)
• 16 GB RAM
• Dual monitors
• Webcam and wired USB headset
• i5 processor or higher
• Fibre internet with a wired Ethernet connection
• Backup power solution
• All resumes must be submitted in English

Benefits:

• Paid weekly in arrears
• Fully remote; work from home in Mexico
• Required training and coaching
• Independent Contractor position