Remote Bilingual Spanish Customer Experience Specialist

Role overview Help older adults and people with disabilities understand and access health plan services through thoughtful, bilingual customer support. You will manage member inquiries from the initial conversation through resolution, explaining complex topics clearly and responding to concerns with empathy and professionalism.

Responsibilities - Respond to questions about benefits, eligibility, policies, services, provider networks, and claims or reimbursements. - Guide members through available support, including transportation, food, and dental benefits, and clarify possible next steps. - Handle incoming contacts within service targets, resolving issues directly or coordinating follow-up and escalation. - Address complaints, grievances, and disenrollment concerns by listening for root causes and working toward solutions. - Keep accurate records of interactions and outcomes, and support member outreach and education efforts. - Engage in coaching and ongoing development while meeting quality, attendance, and schedule expectations.

Requirements - Fluency in Spanish, including speaking, reading, and writing. - At least two years of customer service, contact center, or member support experience; healthcare or Medicare Advantage experience is preferred. Relevant college coursework or an associate or bachelor’s degree may substitute for experience. - High school diploma or GED; a college degree is preferred. Three or more years of customer service experience may be considered in lieu of a degree. - Warm, clear communication, empathy, patience, accurate documentation, and the ability to manage high call volumes and sensitive interactions. - Skill in navigating multiple systems, including office software, CRM, and contact center tools; able to follow detailed workflows and type at least 35 WPM. - A private, distraction-free workspace, reliable internet and equipment, and availability for on-camera meetings and flexible shifts.

Nice to have - Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.

Benefits and work setup - Remote work is limited to locations within the contiguous United States. The listing gives an hourly rate of $20.