| Location | Irving, TX (Remote) |
| Salary | $17.46 Per Hour |
Position: Senior Customer Service Representative, Client Support, Bilingual English/Spanish
Location: Remote, Contiguous United States
Pay Rate:$17.46 per hour
Schedule: Full-Time, Monday through Friday
Language Requirement:Fluent English and Spanish
Our client supports government-sponsored health and human services programs that help individuals and families access important healthcare benefits and services.
We are seeking experienced Bilingual Senior Customer Service Representatives to support a healthcare program serving individuals enrolled in Medicaid and related health coverage programs. Representatives provide customer support and information regarding eligibility, enrollment, healthcare services, and program requirements.
This is a fully remote opportunity available to qualified candidates residing within the contiguous United States. Candidates must be available to work Eastern Time Zone hours.
Candidates must have a reliable, traditional high-speed internet connection suitable for a remote contact center environment.
Preferred Minimum Internet Speed:
50 Mbps download
20 Mbps upload
Cellular or mobile-based internet services are not permitted. Internet service must be a traditional wired residential connection.
Proof of internet speed may be required upon request.
Training Schedule: Monday through Friday, 8:00 AM to 4:30 PM ET
Training Duration: 4 weeks, followed by approximately 2 to 3 weeks of nesting
100% attendance during training is required. Candidates must be available for the entire training period and should not have any planned appointments or time off.
Agents will be expected to remain on camera throughout the training and nesting periods.
Hours of Operation: Monday through Friday, 8:00 AM to 7:00 PM ET
The anticipated shift is approximately 10:30 AM to 7:00 PM ET, although hours are subject to change based on operational needs.
Handle inbound and outbound contacts from customers, healthcare providers, and other program stakeholders.
Provide accurate and objective information regarding healthcare eligibility, enrollment, available services, benefits, and program requirements.
Research and resolve customer questions and more complex service issues using multiple systems and resources.
Review customer and case histories to identify information needed to resolve inquiries.
Process enrollment, disenrollment, and other program-related transactions according to established procedures and quality standards.
Access, review, and interpret customer, provider, and program information to support issue resolution.
Maintain current knowledge of program policies, procedures, and compliance requirements.
Coordinate with internal departments, healthcare plans, and program partners to research and resolve inquiries.
Document customer interactions and case activity accurately and completely.
Provide backup support to other operational functions as needed.
Identify recurring issues, service trends, or potential operational risks and escalate concerns appropriately.
Provide feedback regarding training needs, process gaps, and opportunities for improvement.
Recommend workflow and process improvements that may increase accuracy, efficiency, or service quality.
Review reference materials and knowledge resources and recommend updates when appropriate.
Participate in special projects, quality initiatives, audits, training, and knowledge-sharing activities.
Maintain effective working relationships with team members, leadership, and program partners.
Meet or exceed established productivity, quality assurance, accuracy, and performance standards.
Maintain confidentiality and security of customer, healthcare, and program information.
Perform additional duties as assigned.
High school diploma or GED required.
Minimum of 1 year of relevant professional experience, or an equivalent combination of education and experience.
Must be fluent in English and Spanish.
Candidates must successfully complete the required language fluency assessment.
Previous customer service, contact center, healthcare, benefits, or government program experience is highly desirable.
Strong verbal and written communication skills.
Strong customer service and interpersonal skills.
Ability to research and resolve customer concerns accurately and professionally.
Ability to navigate multiple computer applications simultaneously.
Strong attention to detail and documentation skills.
Ability to work effectively in a high-volume, performance-driven environment.
Ability to meet established attendance, productivity, quality, and compliance expectations.
Candidates should carefully review the training schedule, attendance expectations, Eastern Time Zone work schedule, internet requirements, and bilingual requirements before applying.
Candidates may reside anywhere within the contiguous United States, but must be able to work the required Eastern Time Zone schedule.
If you are a bilingual English/Spanish customer service professional who enjoys helping others navigate healthcare services and benefits, apply today.
Throughout the past 35+ years, MMC, one of the most trusted names in workforce management services, has successfully delivered strategic solutions to large and small businesses in numerous industries.