Healthcare Customer Service Representative

• Answer inbound calls from health plan members and representatives
• Listen to customer needs and respond professionally
• Provide accurate information and assistance regarding 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
• Escalate transportation or customer service concerns to the appropriate leadership team
• Participate fully in required training and coaching
• Complete required compliance and training courses
• Maintain professional conduct and appearance during training and ongoing coaching
• Participate on camera during required training and meeting sessions

• 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 download speed of approximately 80-100 Mbps
• Must have upload speed of approximately 12-20 Mbps
• Must have a quiet, distraction-free workspace during scheduled working hours
• Must have no conflicting responsibilities interfering with scheduled work hours
• Must provide own equipment
• Windows 11 PC; Mac not supported
• 16 GB RAM
• Dual monitors
• Webcam and wired USB headset
• i5 processor or higher
• Fibre internet with wired Ethernet connection
• Backup power solution
• Microsoft Teams / Office 365
• Resume must be submitted in English
• Successful completion of applicable background check may be required

• Paid weekly in arrears
• Fully remote; work from home in Mexico
• Required training and coaching
• Cultural fit assessment may be included in selection process