Customer Service Representative - Bilingual Spanish

Collective Health is expanding its Member Services team in Plano, TX! At Collective Health, we believe health benefits should be simple, accessible, and technology-driven. But moreover, we believe healthcare should be grounded by the people that it serves. As Collective Health grows so does our team of passionate Customer Service Representatives (internally called Member Advocates) to question the industry's status quo.

As experts in health benefits and Customer Service, Member Advocates truly serve as advocates for our members navigating the complex system. Member Advocates are motivated by thoughtful perseverance to find solutions to complex issues in the health benefits industry which elevates our Customer Service to the next level. We put the "care" back in healthcare by finding the answers to problems that no one has dared to solve. Our Member Advocate team triages all Member inquiries with the same fabulous and concierge service that is distinctive to the Collective Health customer support team.

As a Member Advocate, you will immerse yourself in a rapidly-evolving healthcare industry, while mastering skills in operational efficiency and external professionalism. This role includes 5 weeks of training to prepare you for success.

What you'll do:

• Address and resolve a variety of member inquiries to help people understand, navigate, and pay for healthcare
• Connect with members via phone, email and chat
• Solve daunting member problems with research, curiosity, and most meaningfully, empathy
• Collaborate across the Member Services department to find strategic solutions to member issues
• Support and cultivate office culture that aligns with Collective Health values and incorporates the outstanding aspects of the team
• Reporting to the Manager of Member Advocates, this is an essential role on our Customer Experience team

Your skills include:

• Bilingual (English/Spanish)
• Want to simplify healthcare because you believe people deserve better
• You want to work in a fast-paced high volume environment to deliver personalized and eloquent member service
• Have outstanding interpersonal communication skills, both written and verbal, and will use this to navigate sophisticated and moving member inquiries
• Maintain composure and compassion when balancing a high volume of tasks
• You are comfortable navigating multiple computer applications with dexterity

Nice to have:

• 1+ years experience in customer-facing role
• Prior Customer Service or healthcare experience is a plus
• Bachelor's or Associate's degree (please include GPA on resume) is a plus!

Pay Transparency Statement

This position is based out of our Plano, TX office. This will be a hybrid position based out of that office, with the expectation of being in office four days per week, and working one day from home.

Within the first six months, employees will be eligible to receive additional pay increases anywhere from $.75-$1.25/hour for completing post-service training, and meeting performance expectations. Member Advocates who pass a Spanish language assessment and begin taking calls in Spanish will receive an additional $1.00/hour language differential.

In addition to the hourly rate, you will be eligible for stock options and benefits like health insurance, 401k, and paid time off. Learn more about our benefits at https://jobs.collectivehealth.com/#benefits.

Job Type: Full-time

Pay: $20.15 - $21.15 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Experience level:

• No experience needed

Shift:

• 8 hour shift

Weekly day range:

• Every weekend
• Monday to Friday

Work setting:

• Hybrid work
• Office

Ability to Relocate:

• Plano, TX 75024: Relocate before starting work (Required)

Work Location: Hybrid remote in Plano, TX 75024