Member Flex Guide, Bilingual – English/Spanish

Jobtailor; Deutschland; Remote; EUR 36.000 - 48.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a bilingual Customer Service Representative in Germany to support English and Spanish speaking members. You will handle inbound and outbound inquiries across calls, chat, and email, translating complex healthcare and insurance terms into clear guidance.

Collaboration with medical staff and bilingual teammates will be essential, along with accurate documentation and adherence to HIPAA. The role requires agility with AI tools and multiple software platforms, with a focus on

Qualifikationen

• Must be fluent in English and Spanish, both oral and written.
• Experience in high-volume customer-facing roles or healthcare contact centers is required.
• Strong interpersonal skills and emotional intelligence; ability to connect across diverse communities and de-escalate sensitive situations.
• Ability to explain intricate insurance and medical concepts clearly in both languages.
• Comfort working with AI-powered tools and navigating multiple software platforms.

Aufgaben

• Engage fluently in English and Spanish across calls, SMS, chat, secure messaging, email, and video.
• Translate and simplify complex healthcare, insurance, and medical terms into clear guidance.
• Assist members in finding language-congruent providers and scheduling appointments.
• Proactive outreach about preventive screenings, clinical programs, and benefit utilization.
• Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates.
• Use an AI Guide Assistant to access benefit information and deliver accurate answers.
• Maintain complete and accurate interaction documentation in internal systems.
• Adhere to HIPAA, regulatory compliance guidelines, and privacy policies.
• Meet productivity and quality standards, including resolution rates and handle times.
• Flex between inbound, outbound campaigns, and cross-functional programs.
• Adapt to changing workflows, technology platforms, and policy updates.
• Incorporate coaching and feedback from leadership for development.

Kenntnisse

Bilingual (English & Spanish)

High-volume CS experience

Emotional intelligence

De-escalation

Healthcare/insurance knowledge

Tools

AI Guide Assistant

Multiple software platforms

Jobbeschreibung

Responsibilities

• Engage fluently in English and Spanish across inbound/outbound calls, SMS, chat, secure messaging, email, and video
• Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive guidance
• Assist members in finding language-congruent providers and scheduling appointments
• Conduct proactive outreach about preventive screenings, clinical programs, and benefit utilization
• Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates
• Use an AI Guide Assistant to access benefit information and deliver accurate answers
• Maintain complete and accurate interaction documentation in internal systems
• Adhere to HIPAA, regulatory compliance guidelines, and privacy policies
• Meet productivity and quality standards, including resolution rates, service quality metrics, and handle times
• Flex between inbound support, outbound campaigns, and cross-functional programs based on business demands
• Adapt to changing workflows, technology platforms, and policy updates
• Incorporate coaching and feedback from leadership for professional development

Requirements

• Professional, native-level oral and written fluency in both English and Spanish is required
• 1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment
• Exceptional interpersonal skills and emotional intelligence, with ability to connect across diverse communities and de-escalate sensitive situations
• Ability to explain intricate insurance and medical concepts clearly in both languages
• Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously
• Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments
• Willingness to work variable hours based on operational needs and seasonal demand
• Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments
• Prior experience in a dedicated bilingual customer service or medical translation role
• Proven stress-management techniques for fast-paced or emotionally demanding settings

Core Competencies

Fluent in English and Spanish, with the ability to translate complex healthcare and insurance concepts into clear guidance. Experienced in high-volume customer service roles, adhering to HIPAA regulations, and utilizing AI tools for effective communication and documentation.

Highest-signal resume keywords

• Bilingual Customer Service
• HIPAA Compliance
• Healthcare Insurance Knowledge
• AI Tool Navigation
• Interpersonal Skills

Hard Skills

• Bilingual Communication
• Medical Translation
• Insurance Explanation
• Documentation Accuracy
• Productivity Metrics

Soft Skills

• Emotional Intelligence
• Stress Management
• Adaptability
• De-escalation Techniques
• Interpersonal Skills

Industry Keywords

• Medicare Advantage
• Healthcare Environment
• Regulatory Compliance
• Customer-Facing Role

Tools & Technologies

• AI Guide Assistant
• Multiple Software Platforms