Bilingual Spanish Customer Service - Healthcare

Continuum Global Solutions is a company dedicated to enhancing customer experiences through exceptional care services. They are seeking Bilingual Spanish Customer Service Representatives to handle healthcare-related inquiries, ensuring a positive and supportive experience for callers while navigating various systems and maintaining compliance.

Responsibilities:

• Actively listen to callers to understand their concerns, build rapport, and create a positive customer experience
• Provide accurate information related to healthcare plan services, eligibility-related questions, benefits, member materials, and other general support needs
• Assist callers with account-related updates and guide them through available options and next steps in a clear, professional manner
• Support both members and providers by researching questions across multiple systems while maintaining engagement throughout the interaction
• Use client-specific tools, knowledge bases, and documented procedures to resolve inquiries efficiently and accurately
• Follow compliance requirements, privacy standards, and established processes to support quality performance and audit readiness
• Document all interactions thoroughly and accurately in the appropriate systems
• De-escalate concerns with empathy, patience, and professionalism to simplify the caller’s healthcare experience
• Navigate multiple applications and resources with speed and accuracy in a remote call center environment
• Adapt to changing business needs and support additional call types or workflows as needed

Requirements:

• Must be 18 years of age or older with a high school diploma or equivalent
• Bilingual fluency in Spanish and English required
• Exceptional customer service, active listening, and verbal and written communication skills required
• Strong computer proficiency and the ability to navigate multiple applications efficiently
• Willingness to work flexible shifts, including evenings, weekends, and holidays based on business needs
• Professional attitude, dependable attendance, and courteous telephone etiquette
• Schedule alignment with Pacific Time is required. Applicants in other time zones should expect later shifts in their local time to support business coverage needs
• Ability to work additional hours, including overtime beyond a standard 40-hour workweek, based on business and client needs
• Minimum of 6 months of previous healthcare call center, member service, provider service, pharmacy service, or related customer service experience preferred. Similar healthcare member service roles commonly emphasize prior customer service or managed care experience
• Medicare, Medicaid, or managed care experience is a plus