Member Flex Guide, Bilingual (English/Spanish)

Role overview Help members navigate healthcare by serving as a fluent English- and Spanish-speaking point of contact. The work spans service, outreach, digital support, and administrative workflows, with assignments potentially focused on inbound or outbound service, care access, digital guidance, pharmacy, or member outreach. The role calls for clear, culturally aware communication and the ability to adapt as service needs change.

Responsibilities - Support members in both languages through calls, text, chat, secure messages, email, and video. - Explain healthcare, insurance, and medical information in plain, culturally sensitive terms. - Help members find providers who can communicate in their preferred language and arrange appointments. - Reach out about preventive screenings, clinical programs, and using available benefits. - Recognize when a concern needs clinical attention and coordinate with medical staff or bilingual colleagues. - Document interactions accurately, protect private information, and meet service quality and productivity expectations.

Requirements - Professional, highly fluent spoken and written English and Spanish. - At least one year in a high-volume customer-facing, contact-center, or fast-paced healthcare setting. - Strong listening, interpersonal skills, and emotional awareness, including the ability to calm sensitive interactions. - Ability to explain complex insurance and medical topics clearly in both languages. - Comfort using multiple software tools while speaking and working with an AI assistant. - Flexibility to shift priorities and work variable hours as operational needs change.

Nice to have - Experience with Medicare Advantage, health insurance, or privacy-regulated healthcare. - Background in bilingual customer service or medical translation.

Benefits and work setup - The listing describes health, dental, and vision coverage, paid time off, a monthly phone or internet stipend, retirement savings, parental leave, and stock options for eligible full-time employees. - Work may involve changing workflows and schedules based on seasonal demand.