Bilingual Care Management Support Assistant

We are seeking a Bilingual Care Management Support Assistant to join our team. As a remote position located in Puerto Rico, you will help members take the next step toward better health and well-being by connecting with them over the phone, completing important non-clinical assessments, identifying barriers to care, and helping them access resources and benefits.

Responsibilities

• Engage members by phone to encourage participation in care management programs.
• Complete required assessments and questionnaires to help identify health risks, care needs, and opportunities for clinical team follow-up.
• Assist members who need support scheduling doctor's appointments or connecting with appropriate care resources.
• Identify and help address barriers to preventive screenings, benefits, and health-related services so members can close gaps in care.
• Support members in understanding, retaining, and accessing benefits that contribute to their overall health and well-being.
• Manage both inbound and outbound calls in an auto-dialer environment while documenting member information.

What Success Looks Like

• You create a positive member experience by treating each interaction with respect, patience, and professionalism.
• You demonstrate compassion, integrity, and sound judgment when supporting members with sensitive health-related needs.
• You listen to understand member needs, ask appropriate follow-up questions, and solve problems within established guidelines.
• You stay up to date with department guidelines and apply training, tools, and procedures in your daily work.
• You work independently, manage your time, and ask for guidance when clarification is needed.
• You remain flexible and focused while adapting to changing healthcare priorities, member needs, and business processes.

Training and Schedule Expectations

• Call center hours of operation are Monday-Friday between 8:00 am and 8:00 pm EST.
• The assigned shift for this opportunity will be: 11:00 am – 8:00 pm EST.
• During the first 2 weeks of training, hours will be 9 am to 5:30 pm EST.
• Attendance is vital for your success; no time off is allowed during the 2-week training period.
• Management must approve time off during the first 90 days ahead of time.
• Extended hours may be required, including occasional mandatory overtime on evenings and weekends.

Requirements

• Bilingual proficiency in English and Spanish, with the ability to pass required language proficiency assessments in both languages.
• Minimum of 1 year of experience managing high-volume inbound and outbound calls.
• Experience meeting documented productivity, quality, or service performance metrics.
• Experience navigating, documenting, and updating member or customer information across multiple applications, programs, and platforms.
• Experience using Microsoft Word, Excel, Teams, and Outlook to complete daily work tasks, manage communications, track information, and maintain accurate documentation.
• Ability to work a scheduled 8-hour shift, including a 1-hour lunch, between 11:00 AM and 8:00 PM EST as assigned.

Benefits

• Competitive benefits that support whole-person well-being, including medical, dental, and vision benefits, 401(k) retirement savings plan, time off, and more.