Bilingual Call Center Agent (US healthcare management)

We are seeking a Bilingual Call Center Agent (US healthcare management) to develop and maintain relationships with Healthcare Professionals (HCPs) to drive program compliance.

This high-touch, service-centric model builds on a one-on-one relationship to encourage practitioner participation at a higher frequency and over the long term. As a specialist, you will support panel operations through participant administration, engagement activities, communication management, data maintenance, and incentive processing support.

Panelist Administration

• Develop and execute personalized outreach programs (email, phone, SMS) for specific lists of panelists.
• Deliver high-quality customer service through a niche skill set understanding HCP practice dynamics.
• Maintain accurate and current participant records within designated systems.
• Update participant profiles, account statuses, and related information as required.
• Monitor participant activity and identify accounts requiring follow-up or intervention, then develop tactical, panelist-level engagement plans.
• Ensure participant data is maintained in accordance with operational standards and quality requirements.

Panelist Communication and Engagement

• Conduct participant outreach through layered communication channels, including phone, email, text, or mobile app messaging.
• Drive incremental engagement and data collection year over year through a thorough understanding of assigned panelists' personal details and preferences.
• Perform follow-up activities to support participant engagement, retention, and program participation.
• Respond to participant inquiries in a professional and timely manner.
• Escalate participant concerns, issues, or inquiries to appropriate personnel when necessary.

Panel Recovery and Retention

• Execute outreach campaigns targeting inactive or unresponsive participants with nuanced communications targeted at performance and incentives to regain data volume.
• Support participant recovery initiatives designed to improve engagement and participation rates.
• Document outreach efforts, participant responses, and recovery outcomes.
• Collaborate with management to identify opportunities to improve retention and engagement activities.

Data and CRM Management

• Accurately document participant interactions within CRM and operational systems.
• Maintain detailed records of communication attempts, outcomes, and status changes.
• Verify and update participant information to ensure data accuracy and completeness.
• Adhere to data governance, privacy, and compliance requirements.

Incentive and Payment Administration Support

• Support manual incentive, honoraria, and payment processing activities.
• Prepare and submit required documentation for payment approval and processing.
• Assist with tracking payment status and resolving payment-related issues.
• Coordinate with management, finance, and cross-functional teams regarding payment processes and approvals.

Operational Support

• Follow established Standard Operating Procedures (SOPs), work instructions, and operational guidelines.
• Assist with continuous improvement initiatives and process enhancement activities.
• Generate, maintain, and organize operational records and supporting documentation.
• Support reporting activities by ensuring records are accurate, complete, and timely.

Qualifications

• Associate degree, Bachelor's degree, or equivalent combination of education and relevant experience preferred.
• 1-3 years of experience in customer service, participant management, panel operations, administrative support, contact center operations, or a related field preferred.
• Experience working with CRM, participant management, or customer engagement systems preferred.
• Strong verbal and written English level.
• Excellent organizational and time-management abilities.
• Strong attention to detail and commitment to data accuracy.
• Ability to manage multiple priorities in a fast-paced operational environment.
• Strong documentation and recordkeeping skills.
• Proficiency in Microsoft Office applications, including Excel, Word, Outlook, and Teams.
• Ability to learn and utilize CRM, panel management, and operational systems.
• Demonstrated problem-solving and critical-thinking skills.
• Ability to work independently while effectively collaborating with cross-functional teams.
• Commitment to maintaining participant confidentiality and data privacy standards.

Key Performance Indicators (KPIs)

• Accuracy and completeness of participant records.
• Timely completion of outreach and follow-up activities.
• Documentation quality and compliance with SOP requirements.
• Participant engagement, response, and reactivation rates.
• Timely and accurate support of incentive and payment processes.
• Adherence to established operational procedures and quality standards