Bilingual Spanish/English Customer Service Representative

REDION; Florida; Hybrid; USD 38,000 - 60,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid maternity/paternity leave

401k match

Employee Assistance Program (EAP)

Disability insurance

Travel insurance discounts

Vacation, sick, personal, holidays, Vt

Education assistance

Job summary

Redion is seeking an Assistance Coordinator to coordinate travel and medical assistance for clients. The role emphasizes empathy, urgency, attention to detail, and teamwork to rapidly locate resources and support travelers in need.

The position is hybrid, based in Pembroke Pines, FL, with 2–3 days onsite and 2–3 days work-from-home. Afternoon shifts, 5 shifts per week, occasional overtime, and a commitment to inclusive employment are highlighted.

Qualifications

• High School Diploma or GED required.
• Excellent verbal and written communication in English and Spanish.
• Experience handling high volume calls and emails.
• Strong computer literacy and internet research skills.
• Ability to work in a fast-paced environment with strong prioritization and time management.
• Professional interaction with clients, patients, providers, and colleagues.
• Insurance benefits administration knowledge a plus.
• Minimum one year experience in healthcare or insurance.
• MS Office (Word, Excel, PowerPoint, Outlook).

Responsibilities

• Handle calls, emails, and faxes for patients, clients, and providers.
• Adhere to quality, availability, and productivity expectations.
• Proactively communicate in a professional manner at all times.
• Prioritize tasks to meet contractual and SLAs.
• Follow established client procedures and SOPs.
• Maintain daily work routines and timely follow-up on active cases.
• Coordinate with team members and departments to streamline efforts.
• Communicate benefit/coverage decisions and administer medical payments.

Skills

Bilingual English/Spanish

Communication

Time management

Prioritization

Multitasking

Empathy

Education

High School Diploma or GED

Tools

MS Office

Job description

Are you ready for new challenges and new opportunities?

Join our team!

Current job opportunities are posted here as they become available.

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Embark on a Journey That Makes a Difference.

At Redion, every day is an opportunity to help people explore the world with confidence. We’re not just in the business of protection—we’re in the business of adventure and peace of mind. Whether it’s a backpacker trekking through the Andes, a family cruising the Mediterranean, or a solo traveler chasing the Northern Lights, we’re there to ensure their journey is safe and supported. From assisting with emergency medical claims to guiding customers through trip disruptions or ID theft, your work helps turn travel challenges into stories of resilience.

Set Sail on a Career Path to Success.

Our teams value curiosity and collaboration while priding ourselves on fostering a welcoming and inclusive atmosphere for our employees. Elevate your journey through our internal programs, including:

• Diversity, Equity, and Inclusion (DEI) Committee
• Career pathing and Individual Development Plans
• Internal training and intern opportunities
• Women in Business Mentorship Program
• Employee awards and recognition
• Education and professional development assistance program

Passport to Perks Includes:

• Generous Employer contribution for health, dental, and vision insurance
• Paid Maternity and Paternity Leave
• Scholarship Program for Employee Dependents
• Company match on 401k
• Employee Assistance Program (EAP)
• Company paid short-term and long-term disability insurance
• Voluntary Pet Insurance
• Voluntary Legal Benefit
• Discounts on travel insurance
• Time off policies including vacation days, sick days, personal days, holidays and volunteer days (VTO)

Your Role on the Expedition:

The role of Assistance Coordinator is captured in its name: we are coordinating assistance for people in need. We coordinate different types of assistance for our customers, including but not limited to travel arrangements, medical transports, routine and emergent medical visits, repatriation, and evacuation services, and more. To be successful in this role, you must have a strong sense of empathy, urgency, attention to detail and multitasking capabilities. In this role, you must be able to work within a team, make decisions quickly and locate resources under time constraints.

Chart Your Course:

• Handle calls, emails, and faxes, both inbound and outbound, to patients, clients and providers.
• Adhere to quality, availability, and productivity expectations to ensure individual and departmental success.
• Proactively communicate with patients, clients, and providers in a comprehensive and professional manner at all times.
• Prioritize incoming/assigned tasks to ensure actions are taken in a timely manner, in line with contractual and internal Service Level Agreements.
• Follow all established GMMI Client Specific Procedures and Standard Operating Procedures.
• Responsible for daily work and timely follow-up on active cases assigned.
• Communicate with Assistance Coordinators, Senior Assistance Coordinators, Supervisors, Managers and supporting departments to coordinate work efforts.
• Responsible for communicating benefit/coverage decisions and administering medical payments via direct billing or authorized credit card use.

Your Ticket to Success:

Required Qualifications:

• High School Diploma or Equivalent (GED) required.
• Excellent verbal and written communication skills in English and Spanish.
• Experience in handling high volume of interactions including call and email volumes.
• Advanced computer literacy and internet research skills.
• Ability to work in fast-paced environment, great prioritization, and time management skills.
• Professional and positive interaction with clients, patients, providers, and colleagues.
• Must represent the organization in a professional and knowledgeable manner.
• Insurance benefits administration (Travel/Health insurance).
• Minimum one year experience working within the healthcare or insurance industry.
• Geographical awareness.
• MS Office (Word, Excel, PowerPoint, and Outlook)

Preferred Qualifications:

• Customer Service experience in (medical) assistance preferred.
• Basic medical terminology: knowledge of US/International healthcare systems.

Position Coordinates:

This is a hybrid role based out of our Pembroke Pines, FL office. As a hybrid role, you will be working onsite 2-3 days a week and working from home 2-3 days a week. This position is NOT open to 100% remote work.

Time for Take-off:

This position will be afternoon shift. The department schedules 5, 8.5 hour shifts/week. Occasional overtime may be required according to business need.

One team. Every destination.

California Residents - Privacy Notice for California Residents Seeking Employment with Redion is available here: CCPA Privacy Policy | Redion

The Company is committed to providing equal employment opportunity in all our employment programs and decisions. Discrimination in employment on the basis of any classification protected under federal, state, or local law is a violation of our policy. Equal employment opportunity is provided to all employees and applicants for employment without regard age, race, color, religion, creed, sex, gender identity, gender expression, transgender status, pregnancy, childbirth, medical conditions related to pregnancy or childbirth, sexual orientation, national origin, ancestry, ethnicity, citizenship, genetic information, marital status, military status, HIV/AIDS status, mental or physical disability, use of a guide or support animal because of blindness, deafness, or physical handicap, or any other legally protected basis under applicable federal, state, or local law. This policy applies to all terms and conditions of employment, including, but not limited to, recruitment and hiring, classification, placement, promotion, termination, reductions in force, recall, transfer, leaves of absences, compensation, and training. Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of Human Resources. The Company will not allow any form of retaliation against individuals who raise issues of equal employment opportunity. All Company employees are responsible for complying with the Company’s Equal Opportunity Policy. Every employee is to treat all other employees equally and fairly. Violations of this policy may subject an employee to disciplinary action, up to and including termination of employment.

Europ Assistance North America, Inc., including its wholly owned subsidiaries Customized Services Administrators, Inc.; GMMI, Inc.; Generali Global Assistance, Inc. d/b/a Iris Powered by Generali; and Generali US Branch is an equal opportunity employer. We are committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, national origin, sex, gender, age, disability, or any other protected status in accordance with applicable federal, state, and local laws. Candidates that require a reasonable accommodation in order to complete an application for employment should contact [e-mail] for assistance.