Bilingual Healthcare Call Center Representative (Spanish Speaking)

Pair Team • California, United States, CA

2d • Remote

About The Position

Pair Team is seeking a full-time Healthcare Call Center Representative to join their innovative, mission-driven company that is reimagining how Medicaid and Medicare serve underserved populations. As a tech-enabled medical group, Pair Team delivers whole-person care, including clinical, behavioral, and social services, by partnering with community-connected organizations. The role is crucial in their whole-person, interdisciplinary care model, focusing on outreaching and engaging individuals with Serious Mental Illness/Substance Use Disorder, experiencing homelessness, and/or those with high medical needs. The representative will build trust and relationships to engage individuals who may not have previously received comprehensive whole-health care. Internally, this role is known as a Lead Care Manager. The position is 90% remote within the United States, but candidates must be able to work Pacific Time business hours consistently and be based in California. The role operates in a fast-paced, high-volume care environment, requiring comfort with a structured schedule aligned to PST.

Requirements

• 1+ years of professional experience, preferably in case management, care coordination, or healthcare call center setting
• Bilingual in English and Spanish
• Strong understanding of cultural fluency and the ability to build trust with diverse populations
• High degree of empathy and ability to remain patient when faced with adversity
• Demonstrated ability to work collaboratively in a multidisciplinary care team
• Excellent organizational skills and attention to detail
• Strong technical skills and comfort learning new systems; experience with tools such as Google Suite, Slack, CRM databases, and basic Excel, Word, email, and video conferencing
• Reliable, HIPAA-compliant workspace with a stable internet connection for documentation and team communication
• A valid driver’s license and auto liability insurance

Responsibilities

• Maintain ongoing caseload of individuals through the utilization of evidence based approaches to promote engagement and achievement of health goals
• Use relationship-based strategies to support members with social support navigation, understanding that many may have lived personal experiences causing them to be initially hesitant or distrusting of the health care system
• Conduct periodic telephonic and SMS outreach to ensure timely follow-up to members
• Work with members to identify health/wellness goals and incorporate goals into Health Action Plan/Shared Care Plan
• Support nurse care manager, behavioral health care manager, nurse practitioner and Community Engagement Specialist with delegated tasks
• Collaborate on care issues with Enhanced Care Management team by participating in systematic case reviews and consulting with nurse care manager, behavioral health care manager, and nurse practitioner before taking clinical actions
• Consistently meet monthly encounter metrics to ensure compliance with health plan regulations
• Identify and break down barriers ensuring individuals’ continuation with the program
• Assist individuals in securing connection to community supports by scheduling appointments, managing referrals, and ensuring timely follow-ups
• Coordinate physical care management appointments through collaboration with external and internal providers
• Utilize external and internal online platforms to collaborate with team members and carry out daily tasks

Benefits

• Comprehensive health, vision & dental insurance
• 401k
• Monthly $100 work from home expense stipend for your WFH days
• Flexible vacation policy -- take the time you need to recharge!
• We provide all of the equipment needed for the role
• Opportunity for rapid career progression with plenty of room for personal growth!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed