Spanish Bilingual Representative

Key Responsibilities

• Assist members and providers with inquiries regarding healthcare benefits, eligibility, coverage, claims status, and provider searches in both Spanish and English.
• Translate complex healthcare terms into easy-to-understand Spanish and English to ensure clear mutual understanding.
• Accurately document all interaction details, patient requests, and updates in the account management system during or after each call.
• Strict adherence to HIPAA (Health Insurance Portability and Accountability Act) and client-specific privacy and security guidelines.
• Resolve member complaints, coordinate escalation processes when necessary, and ensure timely follow-up.

Qualifications

• Language Proficiency:

  • Advanced to Fluent Spanish proficiency (both spoken and written; professional/conversational level).
  • Good to excellent English communication skills.

• Experience:

  • At least 1 year of customer service experience in a call center/BPO setting.
  • Prior experience in a Healthcare or Health Insurance account is a strong advantage.

• Technical Skills:

  • Basic computer literacy, multi-tasking abilities, and fast typing skills (minimum 30–35 WPM).
  • Familiarity with CRM systems or healthcare databases is a plus.

• Soft Skills & Attributes:

  • Strong empathy, active listening, and patient interaction skills.
  • Ability to handle sensitive medical information with professionalism and confidentiality.
  • High emotional intelligence and adaptability to fast-paced environments.