Bilingual CSR (English/Spanish)

AppleOne Employment Services; San Juan (PR); On-site; USD 37,250,000 - 46,067,000; Full time

Job summary

AppleOne Employment Services seeks a Bilingual CSR English/Spanish for a full-time customer support role in San Juan, PR within the healthcare services industry. The position emphasizes helping members and providers with accurate, patient-focused support in a fast-paced environment.

As a Bilingual Call Center Representative, you will assist callers in English and Spanish with benefits, claims, preauthorization information, and online tools, contributing to a structured team setting and potential

Qualifications

• Bilingual English/Spanish required.
• 1–2+ years in customer service or call center preferred.
• Strong verbal communication and active listening skills.
• Ability to navigate multiple systems and document interactions accurately.

Responsibilities

• Handle inbound calls from members and providers in English and Spanish.
• Research and resolve healthcare-related inquiries (benefits, claims, preauthorization).
• Document interactions clearly and accurately.
• Use multiple systems to support member and provider needs.
• Escalate unresolved issues to appropriate teams when needed.

Skills

Bilingual fluency (EN/ES)

Customer service

Active listening

Problem solving

Job description

Job Summary

We are seeking a Bilingual CSR English/Spanish for a full-time customer support opportunity in San Juan, PR within the healthcare services industry. This call center role is ideal for a customer-focused professional who enjoys helping members and providers, answering questions, and delivering patient, accurate support in a fast-paced environment.

As a Bilingual Call Center Representative, you will assist callers in both English and Spanish with healthcare-related inquiries, including benefits, claims, preauthorization information, account questions, and online tools. This opportunity offers a structured team environment, supportive leadership, positive teamwork, and the potential to build a long-term career path in healthcare customer service.

Key Responsibilities

• Answer inbound calls from members and providers in English and Spanish.
• Identify caller needs through active listening, effective questioning, and accurate information gathering.
• Research and resolve account, benefit, claims, and healthcare-related inquiries using multiple computer systems.
• Document customer interactions clearly, accurately, and in a timely manner.
• Assist callers with benefits, claims, preauthorization information, and online self-service tools.
• Escalate complex or unresolved issues to the appropriate team while maintaining professional service.

Compensation and Benefits

• Pay: $13.00 per hour.
• Schedule: Full-time, 40 hours per week.
• Shift: Rotating 8-hour shifts.
• Flexibility required to work weekends and holidays as needed.
• Location: San Juan, Puerto Rico.

Required Qualifications and Skills

• Handle inbound customer service calls in English and Spanish.
• Research and resolve healthcare service inquiries related to benefits, claims, and preauthorization information.
• Accurately document caller interactions and follow required call center procedures.
• Use multiple systems and internal resources to support member and provider needs.
• Bilingual fluency in English and Spanish is required.
• 1 to 2 years of customer service, call center, or client support experience preferred for success in the role.
• Strong verbal communication, active listening, and problem-solving skills.
• Ability to work in a fast-paced call center environment while maintaining accuracy and professionalism.
• Comfortable using computers, navigating multiple systems, and entering detailed information.
• Customer-focused attitude with patience, empathy, and the ability to support sensitive healthcare-related questions.
• Availability to work rotating shifts, weekends, and holidays as needed.

Preferred Qualifications

• Previous experience in a healthcare, insurance, medical office, or managed care call center environment.
• Familiarity with benefits, claims, preauthorization, member services, or provider support.
• Experience using customer relationship management systems, call center software, or online customer support tools.
• Ability to quickly learn healthcare terminology, internal processes, and compliance-focused service standards.

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.