Bilingual Member Advocate (Spanish) | Call Center Representative

Professional Management Enterprises•Indianapolis, IN

3d•$16 - $19•Onsite

About The Position

Member Advocates are the first point of contact and represent the face of WellTrans Non-Emergency Medical Transportation (NEMT). They manage inbound calls through an automated call distribution system, verify member eligibility, and respond to questions and inquiries from internal and external customers. They provide courteous, professional, and knowledgeable service to members and managed care partners, address concerns, resolve complaints, and provide accurate information and support. This is an on-site position; remote work is not available.

Requirements

High school diploma or equivalent.
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 proficiency in English and Spanish.

Responsibilities

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