Member Flex Guide, Bilingual/Spanish

Location: Remote USA. Availability across seasonal operating hours is required, including potential weekend and seasonal schedule adjustments. Assigned shifts are 8.5 hours, including a 30-minute lunch break.

Company

hirify.global is a healthcare company founded in 2017 that combines clinical and service experiences with data and AI to improve the health and well-being of older Americans.

What you will do

• Support members through voice, video, SMS, chat, and digital messaging with empathy and professionalism.
• Explain benefits, help members find providers, schedule appointments, and translate complex healthcare information into actionable guidance.
• Conduct proactive clinical outreach, identify escalation paths, and collaborate with clinical staff.
• Use internal systems and an AI Guide Assistant to provide fast, accurate, and fully documented solutions.
• Flex between inbound, outbound, and cross-functional programs as business priorities evolve.
• Follow HIPAA requirements, internal workflows, and productivity and quality standards.

Requirements

• At least 1 year of experience in a high-volume customer-facing role or fast-paced healthcare environment.
• Professional fluency in English and Spanish, both written and oral, is required.
• Strong interpersonal, communication, emotional intelligence, multitasking, and de-escalation skills.
• Ability to work a flexible schedule across all open seasonal hours and potential weekend shifts.
• Comfort working with AI-powered tools, digital platforms, and frequent process changes.
• Ability to maintain accuracy while listening, speaking, and typing simultaneously.

Nice to have

• Contact center or call center experience.
• Experience in healthcare, health insurance, or Medicare Advantage.
• Familiarity with medical terminology and HIPAA-regulated environments.
• Experience navigating multiple software platforms and applying coaching feedback.

Culture & Benefits

• Employer-sponsored health, dental, and vision plans with low or no premium.
• Generous paid time off and parental leave.
• $100 monthly mobile or internet stipend.
• Stock options for all employees.
• Bonus eligibility for roles below Director level.
• 401(k) program and additional total rewards for full-time employees.