Member Flex Guide, Bilingual (English/Spanish) (Healthcare)

Location: Remote within the USA. Coverage windows operate on Eastern Time, with variable shifts and limited late-night assignments.

Salary: $20–$25 per hour

Company

Healthcare company founded in 2017, developing an integrated care platform that combines data, AI, clinical services, and member support to improve the health and well-being of older Americans.

What you will do

• Support English- and Spanish-speaking members through calls, SMS, chat, secure messaging, email, and video.
• Explain healthcare, insurance, and medical information in clear, culturally sensitive language.
• Help members find language-congruent providers, schedule appointments, and use available benefits.
• Conduct proactive outreach about preventive screenings, clinical programs, and benefit utilization.
• Identify cases requiring clinical escalation and collaborate with medical staff and bilingual colleagues.
• Use the AI Guide Assistant, document every interaction accurately, and meet quality, resolution, and productivity standards.

Requirements

• Professional, native-level oral and written fluency in English and Spanish is required.
• At least 1 year of experience in a high-volume customer-facing, contact center, or fast-paced healthcare role.
• Strong interpersonal skills, emotional intelligence, cultural competency, and de-escalation ability.
• Ability to simplify complex insurance and medical concepts in both languages.
• Comfort using AI-powered tools and multiple software platforms simultaneously.
• Willingness to work variable hours based on operational needs and seasonal demand.

Nice to have

• Experience with Medicare Advantage, health insurance, or HIPAA-regulated medical environments.
• Experience in bilingual customer service or medical translation.
• Stress-management techniques for fast-paced or emotionally demanding work.

Culture & Benefits

• Full-time employees receive employer-sponsored health, dental, and vision plans with low or no premiums.
• Paid time off, parental leave, and a 401(k) program.
• $100 monthly mobile or internet stipend.
• Stock options for all employees and bonus eligibility for eligible roles.
• Supportive, diverse, and collaborative work environment focused on improving healthcare access.

Hiring process

• Complete an online application with contact, education, and resume or work history details.
• Typically complete 2–3 interview rounds.
• Complete a required Spanish bilingual language assessment before hire.