Bilingual-Customer Service Specialist - FMLA

Healthmark Medical; United States; Remote; USD 25,000 - 33,000; Full time

Benefits offered by this job

401(k)

401(k) matching

Dental insurance

Employee assistance program

Health insurance

Life insurance

Paid time off

Paid training

Vision insurance

Work from home

Job summary

HealthMark is hiring a Bilingual-Customer Service Specialist - FMLA for a remote position in the United States. The role requires strong written and verbal communication, the ability to handle disability and FMLA paperwork inquiries, and timely, accurate responses to customers.

The candidate should be fluent in English and Spanish, have at least 1 year of call center experience, and be comfortable working remotely with reliable internet and a quiet space.

Qualifications

• Excellent written and verbal communication skills.
• 1+ year of call center experience.
• Ability to multi-task, prioritize duties, and manage time effectively.
• Typing speed of 50 WPM or higher.
• Proficient in Microsoft Office applications.
• Maintain a positive, empathetic, and professional attitude toward customers.

Responsibilities

• Assist clients, patients, and requestors with the status of disability and FMLA paperwork.
• Provide detailed and accurate information to clients, patients, and requestors.
• Ensure notes are accurate and documented in Med-Release.
• Respond promptly to a high volume of calls and emails regarding Disability and FMLA paperwork.
• Deliver excellent customer service with concise information across channels.
• Maintain daily goal performance and protect patient privacy per HIPAA policies.

Skills

Customer service

Communication

Time management

Multitasking

Typing 50 WPM

MS Office

Problem solving

Empathy

Education

High school diploma or GED

Tools

Med-Release system

Job description

POSITION: Bilingual-Customer Service Specialist- FMLA

LOCATION: Remote

Who We Are:

With a diverse team of more than 800 people, HealthMark is set apart by our culture, commitment to excellence, and dynamic contributors. We believe in fostering growth, celebrating success, and providing opportunities for every team member to thrive. Joining HealthMark means being part of a thriving organization recognized as a Top Workplace by USA Today. Not only that, but we’ve made it on the Inc. 5000 list of fastest-growing companies for ten years.

Not only will you get to contribute to the healthcare ecosystem by making health information more accessible to patients, you will also join a forward-thinking team of innovators who are passionate about the work we do and the people we serve.

What We Do:

HealthMark is a mission to revolutionize how medical records are released to patients, providers, and other stakeholders. We provide tech-enabled solutions that help health systems, hospitals, FQHCs, provider-led networks, and other care providers deliver the right medical records to the right patient.

What We Offer:

• A collaborative and supportive work environment that values your ideas
• Opportunities for professional development and career advancement
• Competitive benefits, including medical, dental, and vision insurance, 401k matching, remote opportunities, paid time off, and a paid volunteer day of your choice
• The chance to make an impact in the health information field every day

Join us in shaping the future of release of information!

Bilingual-Customer Service Specialist - FMLA

Job Type: Full-time

REQUIREMENTS

The requirement for this role is to have good communication skills both written and verbal and interpersonal skills to build successful working relationships with requestors, clients, and co-workers. This position requires a person to be detail oriented and be able to resolve customer issues in a timely manner. Excellent follow‑up skills and time management are essential. This role is a remote position so the candidate must have reliable internet and a quiet background setting.

Key Points: Requestor Support: Ensure HealthMark is providing excellent customer service by being client-focused

Bilingual speaking both English and Spanish

Daily Roles and Responsibilities

• Assist clients, patients, and requestors with the status of requests for disability and FMLA paperwork.
• Making sure we are providing detailed information to clients, patients, and requestors.
• Ensure notes are accurate and detailed. All actions require a note in Med-Release.
• Respond promptly to a high volume of customer calls and e-mails regarding Disability and FMLA paperwork.
• Provide excellent customer service promptly with accurate and concise information.
• Effectively and efficiently communicate with customers through various channels.
• Build strong value‑based relationships with customers - a passion for customer interaction is a must!
• Ensure customer satisfaction is a primary goal
• Follow procedures, guidelines, and policies set in place
• Data entry and other duties as assigned
• Fax and/or email records securely to requestors
• Must monitor the FMLA email to ensure emails are staying up to date.
• Must meet daily goals

Qualifications:

• Excellent communication skills, strong analytical and problem‑solving skills
• 1+ year of call center experience
• Ability to multi‑task, prioritize duties, and have strong time management skills.
• Willingness to learn.
• 50 WPM
• Proficient computer skills with software applications such as Microsoft Office
• Maintain a positive, empathetic, and professional attitude toward customers always
• High school diploma or GED required.
• Previous Medical Industry Experience preferred but not required.

Qualities that the candidate for this position should include

• Fast learner
• Self‑motivated and able to work independently.
• Ability to adapt to change/ flexibility a must
• Dependable
• Candidate must maintain a high level of business integrity and diligence.
• Passionate about people and be able to show patient empathy is a must
• Quick worker
• Team player
• Positive attitude
• Someone who strives to do more

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Note: This job description is intended to provide a general overview of the position and does not encompass all job‑related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve.

This role does or may require regular access to Protected Health Information (PHI) and/or confidential client data. The incumbent must demonstrate a strong understanding of confidentiality requirements, adhere to all HIPAA regulations and organizational privacy and security policies, and report any known or suspected unauthorized access, use, or disclosure of PHI immediately to the Privacy Officer or Information Security team. This position requires timely completion of all required company-sponsored and regulatory training programs