Bilingual Customer Service Representative - Health Valet

Coupe Health•Eagan, MN

1d•$24 - $36•Remote

About The Position

Healthcare today is complicated and confusing. Coupe Health changes that. Coupe delivers a different healthcare experience – one that is streamlined and simplified, saving our members time and money. At Coupe, we are passionate about transforming healthcare. Come join our team. Now hiring for a July 27th start date! We are now hiring two bilingual Health Valets to support Coupe Health's members in our call center. We provide paid training to set you up for success in this role! Training begins 7/27/2026. This position will be a fully remote, work-from-home position. You are required to have an Internet Service Provider (ISP) that has a high-speed internet land-based connection. To ensure stable performance, the connection must be hard-wired from the router to the company-provided equipment. The Impact You Will Have This role is responsible for consulting and supporting our Spanish-speaking Coupe Health members. The Bilingual Health Valet's focus is on helping members navigate their care; through understanding their benefits, partnering to find the highest quality of care, and ensuring that Coupe Health members are educated and equipped to make the best decision for their wellbeing. They will create and foster relationships with members, providers, and other stakeholders to resolve any issues that impact members. Our Health Valets will make a difference in the lives of our members by understanding their needs and supporting them providing white-glove service and problem resolution.

Requirements

2+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered.
Ability to work independently and problem solve without all the facts.
Strong time management and prioritization skills
Strong listening and communication, including both verbal and written skills.
Ability to remain calm in challenging situations.
Computer literacy and typing skills
Ability to learn new processes, technology, new concepts, etc. quickly.
Fluent in Spanish (other bilingual skills will be considered)
High School diploma (or equivalency) and legal authorization to work in the U.S.

Nice To Haves

Bachelor’s degree
Prior insurance or healthcare experience
Call center experience
Customer service experience

Responsibilities

Consult with Coupe Health members as they navigate their care, including education on their benefit plan, partnering to find quality care for their personalized health situation, following up regularly on health status, and any other support needed so our members can make the best decision for their wellbeing.
Partnering with internal/external stakeholders, providers, and other carriers to ensure we are meeting the needs of our members.
Identify member issues, recognize patterns, and work in a matrixed environment to drive for a solution and process improvements, using their discretion and independent judgement to meet member’s needs.
Using discretion when a member issue is escalated, and leadership needs to be brought in.
Maintain agility when navigating through multiple applications while supporting other team members as they assist members.
Managing relationships with both satisfied and dissatisfied members by modeling empathy, knowledge, and proactive member support. Additionally managing relationships with providers and internal/external stakeholders.
Responsible for helping retain members and growing brand awareness through exceptional service.
Monitor and respond to member inbound calls and emails, in accordance with expectations of turnaround time for support resolution.
Helps identify training opportunities or trends, and report findings and opportunities to leadership.
Maintain a strict standard of confidentiality to ensure that protected health information of our members is secure.