Bilingual Call Center Representative

Role overview Support prospective members and referral sources seeking personal care and long-term care services. This bilingual call center role combines inbound and outbound outreach, product education, lead follow-up, appointment coordination, and careful record keeping to help people navigate enrollment and assessment steps.

Responsibilities - Handle inbound and outbound calls, explain relevant care and coverage options, and follow approved scripts and service standards. - Track long-term care leads for up to 90 days and personal care requests for up to 30 days, following up with prospective members in the customer relationship system. - Check Medicaid and Medicare eligibility, enrollment, and related status information in designated systems. - Connect callers with state brokers, schedule intake and assessment appointments, and arrange entitlement support when coverage issues arise. - Record calls, outcomes, and special instructions in tracking and pre-enrollment systems; investigate and follow up on enrollment rejections. - Coordinate information materials for prospective members and work toward established daily, weekly, and monthly growth goals.

Requirements - High school diploma or GED. - Fluency in spoken and written English and Spanish. - Customer or member service experience, with the ability to build trust and make a positive first impression. - Strong computer skills, including familiarity with office productivity software, and comfort using multiple electronic systems while handling protected health information. - Organized, detail-oriented, and able to manage competing tasks while working sensitively with people from varied cultural backgrounds. - Reliable internet access and ability to work remotely.

Benefits and work setup Shifts are scheduled within weekday and Saturday operating hours, with expanded Sunday coverage during the October–March open enrollment period. The role may require overtime, occasional weekend work, and training hours that differ from the permanent schedule. A salary range and benefits including health coverage, incentive programs, life insurance, and retirement contributions are listed; eligibility applies.