CarePlus Bilingual Call Center Representative - Puerto Rico (Healthcare)

TL;DR

CarePlus Bilingual Call Center Representative - Puerto Rico (Healthcare): Supporting Medicare members by resolving benefits questions, complaints, and service issues through inbound and outbound calls with an accent on bilingual English/Spanish communication, one-call resolution, and member safety. Focus on handling complex healthcare inquiries, coordinating with providers and vendors, documenting interactions accurately, and escalating unresolved grievances.

Location: Remote from Puerto Rico; applicants must currently live in the Commonwealth of Puerto Rico. Training and regular shifts run Monday through Friday between 8:00 AM and 8:00 PM Eastern Time, with flexibility for weekends, holidays, and mandatory overtime. Occasional travel to hirify.global offices may be required, and the role could return to a physical office in the future.

Pay: $15.39 per hour, non-negotiable. The posting also lists an estimated annual range of $31,200–$39,500 for full-time employment.

Company

hirify.global is a U.S. healthcare and insurance company serving Medicare and Medicaid members through hirify.global and CenterWell services.

What you will do

• Handle 20–35 inbound calls per day from Medicare members and pursue one-call resolution.
• Address complex benefits questions, service issues, complaints, and requests related to member health and safety.
• Place outbound calls to physicians, durable medical equipment vendors, pharmacies, and other organizations.
• Document inquiries, transactions, interactions, and actions accurately across multiple systems.
• Escalate unresolved and pending customer grievances while applying department policies and exercising appropriate judgment.

Requirements

• Currently reside in the Commonwealth of Puerto Rico.
• Be fully bilingual in English and Spanish, including speaking, reading, and writing without limitations or assistance; an English/Spanish language assessment is required.
• At least one year of customer service experience.
• Experience managing competing priorities while using multiple computer applications and systems simultaneously.
• Proficiency with Microsoft Office, particularly Outlook and Teams.
• Strong communication, active listening, emotional intelligence, initiative, adaptability, attention to detail, and confidentiality.
• Ability to work a full-time schedule, complete seven weeks of virtual training, and remain in the position for at least 12 months before applying internally.

Nice to have

• Associate or bachelor’s degree.
• Previous call center or related customer service experience.
• Experience with case management processes.
• Previous healthcare experience.

Culture & Benefits

• Remote work from home with a dedicated, interruption-free workspace to protect member PHI and HIPAA information.
• Hard-wired internet connection required; minimum internet speeds are 25 Mbps download and 10 Mbps upload.
• Medical, dental, and vision coverage, 401(k), paid time off, company and personal holidays, and paid parental and caregiver leave.
• Short- and long-term disability coverage, life insurance, and additional wellness and healthcare benefits.
• Virtual training begins on the first day of employment and continues for seven weeks.

Hiring process

• Applicants must attach a resume in English in PDF or Word format.
• Selected applicants complete an Interagency Language Rating assessment in English and Spanish.
• Time off and scheduled obligations during the first 120 days are considered during selection.