Customer Service Representative - English & Spanish

Job Title: Customer Service Advocate I

Location: Remote (Indiana)

Pay Rate: $20.38 per/hr.

Target Start Date: June ,2025

Assignment Duration: 3 Months (Contract-to-Hire Potential)

Work Schedule: Monday–Friday, 11:00 AM – 8:00 PM EST

Fluent in English and Spanish (verbal and written)

Position Purpose

The Customer Service Advocate I serves as a first-line advocate, providing timely, accurate, and personalized support to Medicaid members and healthcare providers. This role primarily supports incoming inquiries in a fast-paced contact center environment using multiple communication channels, including phone, live chat, and email.

Key Responsibilities

Respond to routine member and/or provider inquiries, concerns, and service requests with accuracy and professionalism.

Resolve issues during the initial contact to prevent escalation of complaints.

Deliver personalized solutions by understanding and assessing customer needs.

Collaborate with other departments for complex issue resolution.

Maintain performance and quality metrics established by the contact center.

Document all communications in the Customer Relationship Management (CRM) system.

Stay updated on internal policies, regulatory requirements, and quality standards.

Participate in team meetings, coaching, and ongoing training.

Perform other duties as assigned.

Required Qualifications

High School Diploma or GED

Fluent in English and Spanish (verbal and written)

Strong communication skills with the ability to multitask using multiple systems and programs

Must be available to work the full shift from 11:00 AM – 8:00 PM EST

Preferred Qualifications

Prior experience in a call center or customer service environment

Familiarity with Medicaid or healthcare customer service is a plus

Candidate Attributes

Friendly, supportive, and team-oriented

Quick learner with adaptability to changing processes and procedures

Empathetic and solution-focused in member and provider interactions

Work Environment

Remote work setup (Indiana residents only)

Inbound call center supporting both English and Spanish-speaking Medicaid members

Supportive team structure including managers, supervisors, and team leads for coaching

Job Type: Contract

Pay: $20.38 per hour

Benefits:
• Referral program

Shift:
• Morning shift

Work Location: Remote

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