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Member Flex Guide, Bilingual – English/Spanish
Devoted Health. Engage fluently in English and Spanish across inbound/outbound calls, SMS, chat, secure messaging, email, and video .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates fluency in English and Spanish, effectively translating complex healthcare and insurance concepts into clear guidance. Proven ability to engage with diverse communities while adhering to HIPAA regulations and maintaining high productivity standards in a fast-paced environment.
Highest-signal resume keywords
Bilingual Fluency In English And SpanishCustomer Service Experience In HealthcareHIPAA Compliance KnowledgeEmotional Intelligence And Interpersonal SkillsExperience With AI-Powered Tools
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Medical TranslationHealthcare TerminologyBenefit Utilization GuidanceDocumentation AccuracyComplex Concept Simplification
Soft Skills
Interpersonal SkillsEmotional IntelligenceStress ManagementAdaptabilityDe-Escalation Techniques
Tools & Technologies
AI Guide AssistantMultiple Software PlatformsInternal Documentation Systems
Certifications & Qualifications
Spanish Bilingual Language Assessment
Industry Keywords
Medicare AdvantageHealth InsuranceRegulatory ComplianceCustomer-Facing RoleContact Center Experience
About the role
Key responsibilities & impact- Engage fluently in English and Spanish across inbound/outbound calls, SMS, chat, secure messaging, email, and video
- Translate and simplify complex healthcare, insurance, and medical terms into clear, culturally sensitive, actionable guidance
- Help members find language-congruent providers and schedule appointments
- Conduct proactive outreach about preventive screenings, clinical programs, and benefit utilization
- Identify situations requiring clinical escalation and collaborate with medical staff and bilingual teammates
- Use the AI Guide Assistant in real time to access benefit information and deliver accurate answers
- Maintain complete and accurate documentation in internal systems for every interaction
- Adhere to HIPAA, regulatory compliance guidelines, and privacy policies
- Meet productivity and quality standards, including resolution rates, service quality metrics, and handle times
- Flex between inbound support, outbound campaigns, and cross-functional programs based on seasonal business demands
- Adapt to changing workflows, technology platforms, and policy updates
- Incorporate coaching and feedback from leadership for continuous professional development
Requirements
What you’ll need- Professional, native-level oral and written fluency in both English and Spanish is required
- 1+ years of experience in a high-volume customer-facing role, contact center, or fast-paced healthcare environment
- Exceptional interpersonal skills and emotional intelligence
- Ability to connect authentically across diverse communities and de-escalate sensitive situations
- Ability to break down intricate insurance and medical concepts into clear terms in both languages
- Comfort working alongside AI-powered tools and navigating multiple software platforms simultaneously while talking, typing, and translating
- Demonstrated ability to pivot between shifting priorities and operate effectively in ambiguous environments
- Willingness to work variable hours based on operational needs and seasonal demand
- Background in Medicare Advantage, health insurance, or HIPAA-regulated medical environments
- Prior experience in a dedicated bilingual customer service or medical translation role
- Proven stress-management techniques for maintaining composure in fast-paced or emotionally demanding settings
- Required Spanish bilingual language assessment prior to hire
- Ability to work scheduled shifts within the stated operational coverage windows
Benefits
Comp & perks- Employer sponsored health, dental and vision plan with low or no premium
- Generous paid time off
- $100 monthly mobile or internet stipend
- Stock options for all employees
- Bonus eligibility for all roles excluding Director and above
- Commission eligibility for Sales roles
- Parental leave program
- 401K program