Bilingual Customer Service & Appointment Coordinator (English/Spanish)

SCOUT Solutions is an independent health insurance agency helping individuals and families find affordable ACA Marketplace plans through the Virginia Insurance Marketplace. They are seeking a Bilingual (English/Spanish) Customer Service & Appointment Coordinator to manage incoming calls, assist clients with their applications, and schedule appointments with licensed agents.

Responsibilities:

• Answer inbound calls from new and existing clients in English and Spanish
• Provide excellent customer service by listening attentively and showing empathy
• Help clients with portal or application login issues, document uploads, or verification challenges
• Collect and verify personal information to locate or create client accounts in the system
• Pre-qualify clients by asking guided questions to understand their health coverage needs and preferences
• Schedule follow-up appointments for licensed agents to review plan options
• Keep detailed and accurate call notes, ensuring all customer information is organized and secure
• Occasionally assist during agent-client meetings as a translator (English ↔ Spanish)
• Perform basic data entry or follow-up calls/emails to confirm appointments

Requirements:

• Fluent in English and Spanish (spoken and written)
• Excellent communication and active listening skills
• Organized and detail-oriented; able to manage multiple calls and tasks at once
• Comfortable using technology (CRM, scheduling tools, basic spreadsheets, etc.)
• Professional, patient, and empathetic demeanor
• Must maintain confidentiality of all client information (HIPAA awareness is a plus)
• Reliable internet connection and quiet work environment
• Previous experience in customer service, call center, or administrative support preferred