Customer Service Representative – Bilingual (Temporary) - $21.63 per hour

Access To Healthcare Network • Reno, NV

3d • Onsite

About The Position

Access to Healthcare Network (AHN) is a mission-driven nonprofit dedicated to improving access to quality healthcare and supportive services. We foster a collaborative, respectful, and dynamic work environment where team members feel valued and supported. Joining AHN means contributing to meaningful work that positively impacts seniors, individuals with disabilities, and underserved community members.

JOB PURPOSE
The Customer Service Representative (CSR) serves as the first point of contact for the HIV Services Division. This role is responsible for professionally answering incoming calls, assessing caller needs, and triaging inquiries to the appropriate programs or staff. The CSR also supports outbound outreach to schedule appointments for Ryan White eligibility and health coverage enrollment, ensuring timely access to services for vulnerable populations.

Requirements

• High School Diploma or equivalent required.
• Bilingual (English/Spanish) required.
• Must pass Medicare/Medicaid fraud screening.
• Must obtain Community Health Worker Certification within one year (agency‑funded).

Nice To Haves

• Previous customer service or call center experience preferred.
• Experience working with vulnerable populations or in healthcare/social services strongly preferred.
• Strong communication and active listening skills.
• Compassion and professionalism in high-stress situations.
• Attention to detail and accuracy in documentation.
• Ability to manage multiple systems and tasks simultaneously.
• Problem-solving and critical thinking skills.
• Cultural competence and sensitivity to diverse populations.

Responsibilities

• Answer, screen, and triage incoming calls in a professional, compassionate, and efficient manner.
• Assess caller needs and route inquiries to the appropriate Access program, staff member, or external partner.
• Provide accurate, clear information about services, eligibility, and next steps.
• Schedule appointments for HIV Services eligibility, case management, and health insurance enrollment using Access systems.
• Conduct outbound calls to clients to schedule or confirm appointments, including outreach during health insurance Open Enrollment periods.
• Accurately document all client interactions in Access databases and customer management systems.
• Enter and maintain complete and accurate caller information in a timely manner.
• Ensure data integrity and compliance with program and reporting requirements.
• Collaborate closely with the Eligibility Supervisor and HIV Services team to ensure efficient handling of client needs.
• Communicate effectively across AHN departments to support coordinated service delivery.
• Maintain positive working relationships with community partners and referral organizations.
• Deliver high-quality customer service with professionalism, empathy, and cultural sensitivity.
• Effectively communicate complex information in a way that is understandable to diverse populations.
• Use critical thinking and resourcefulness to address barriers and connect clients to appropriate services.
• Participate in ongoing training and team meetings.
• Support team operations during high-demand periods (e.g., Open Enrollment).
• Perform other duties as assigned.

Benefits

• Position qualifies for eligible benefits.

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED