Bilingual Member Advocate (Spanish) | Call Center Representative

Welltrans • Indianapolis, IN

4d • Onsite

About The Position

Member Advocates serve as the first point of contact and represent the face of WellTrans Non-Emergency Medical Transportation (NEMT). In this role, team members manage inbound calls through an automated call distribution system, verify member eligibility, and respond to a variety of questions and inquiries from both internal and external customers. Member Advocates are expected to provide courteous, professional, and knowledgeable service to members and managed care partners. They work to create positive experiences with every interaction, address concerns effectively, resolve complaints, and provide accurate information and support. This is an on-site position; remote work opportunities are not available.

Requirements

• High school diploma or equivalent required.
• 1–2 years of call center or customer service experience.
• Ability to pass a criminal background check and drug screening.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Strong verbal and written communication skills.
• Excellent customer service skills, including the ability to assist members professionally in challenging situations.
• Ability to understand and follow written and verbal instructions and take direction from supervisors.
• Professional appearance and demeanor.
• Ability to communicate effectively with individuals at all levels and from diverse backgrounds.
• Bilingual in English and Spanish required.

Responsibilities

• Address and resolve member complaints, concerns, and inquiries in a timely and professional manner.
• Follow established communication guidelines and scripts when assisting with various member topics.
• Build strong relationships with members by actively listening to their needs and providing exceptional customer service.
• Assess member needs and offer appropriate solutions or alternatives to ensure satisfaction.
• Achieve individual performance goals while contributing to overall team and organizational targets.
• Respond promptly and professionally to requests from both members and transportation providers.
• Complete additional duties and responsibilities as assigned by management.

Benefits

• Company sponsored health, vision, dental insurance (optional additional coverage available)
• Paid Time Off
• Paid Holidays
• Employee Assistance Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED