Bilingual: Spanish Healthcare Call Center Rep - 77070
About The Position
The Customer Experience Agent is the first point of contact and voice of the client for Medicare Advantage members. The role focuses on providing exceptional, empathetic, and efficient service, turning members’ concerns into reassurance and building trust while supporting the client’s commitment to improving lives. This is a full-time, fully onsite position in Houston, Texas 77070. The agent responds to member inquiries and handles issues involving benefits, claims, enrollment, and clinical services. The position requires advocacy for members, collaboration with internal teams to resolve issues, and a customer-first approach that includes active listening, de-escalation, and personalized support. Agents use internal systems to access member information while maintaining a human connection, document interactions, share feedback trends, and comply with operational procedures, regulatory requirements, and member-information protections. The schedule provides coverage between 7 a.m. and 8 p.m. Shifts are 8.5 hours, including eight paid hours and a 30-minute unpaid lunch, with two paid 15-minute breaks and one unpaid 30-minute lunch at designated times. The schedule is five working days per week with two days off. Coverage runs Monday through Saturday until January and Monday through Sunday starting in January. This is a contract-to-hire position. The posting lists a pay range of $18.00 per hour and also states “Bilingual Pay: $24.”
Requirements
- Spanish-English bilingual ability.
- Call center experience or skills.
- Customer service skills.
- Healthcare knowledge or experience.
- Insurance knowledge or experience.
- Medicare knowledge or experience.
Responsibilities
- Respond to inbound inquiries from Medicare Advantage members with accurate, timely, and warm support.
- Address questions and complex issues related to benefits, claims, enrollment, and clinical services.
- Advocate for members and collaborate with internal teams to ensure full resolution.
- Listen actively, de-escalate concerns, and provide personalized, compassionate support.
- Use internal systems and tools to access member information while maintaining a focus on personal connection.
- Document interactions and share feedback trends to support continuous improvement of processes and member experiences.
- Follow operational procedures and regulatory requirements, and protect member information.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Critical illness, accident, and hospital coverage
- 401(k) retirement plan with pre-tax and Roth post-tax contribution options
- Voluntary life and AD&D insurance for employees and dependents
- Short- and long-term disability coverage
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time off/leave, including PTO, vacation, or sick leave, subject to eligibility and applicable terms
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
