Job Description

Bilingual Customer Service Representative

Pay: $16.50 per hour Location: Remote – Contiguous United States Schedule: Monday–Friday Assignment Duration: Temporary assignment with the potential to last up to six months Equipment: Bring Your Own Device (BYOD) Language Requirement: Fluent English and Spanish

Position Overview

Struction Solutions is seeking bilingual English/Spanish Client Support Representatives to assist members of Louisiana Medicaid managed care programs. Representatives will answer incoming calls, explain healthcare enrollment options, process member requests, and provide accurate, courteous support in both English and Spanish.

This is a temporary, work-from-home assignment with the potential to last up to six months, depending on business needs and individual performance. Candidates must provide equipment that meets the required BYOD specifications and be available to work Eastern Time hours.

Key Responsibilities

• Assist English- and Spanish-speaking members by telephone
• Help members select a health plan and indicate a primary care provider preference
• Explain how to access services through Louisiana Medicaid managed care programs
• Process enrollments, disenrollments, and other member inquiries
• Educate members about managed care, the 90-day choice period, and annual enrollment
• Research and follow up on complicated or unresolved cases
• Document member questions, complaints, and resolutions accurately
• Maintain current knowledge of program policies, procedures, and changes
• Protect member confidentiality and provide unbiased assistance
• Escalate concerns to a Lead Agent or Call Center Supervisor
• Perform additional duties assigned by management

Required Qualifications

• Fluent verbal communication skills in English and Spanish
• High school diploma or equivalent
• At least one year of customer service experience in a call center environment
• Strong written and verbal communication skills
• Excellent customer service and active-listening abilities
• Proficiency with computers, reports, and multiple automated systems
• Ability to communicate effectively with culturally diverse populations
• Strong organization and attention to detail
• Ability to manage multiple tasks in a fast-paced environment
• Ability to work independently and collaboratively
• Associate degree or equivalent relevant experience preferred
• Experience with Medicaid, managed care, Louisiana Medicaid, or LaCHIP is preferred but not required; program training will be provided

Bilingual proficiency may be evaluated during the hiring process.

Mandatory Paid Training and Nesting

Training

• Monday–Friday, 9:00 a.m.–5:30 p.m. Eastern Time
• Two weeks
• 100% attendance required

Nesting

• Monday–Friday, 9:45 a.m.–6:15 p.m. Eastern Time
• Three weeks
• 100% attendance required

Candidates must not have prescheduled appointments or anticipated absences during training or nesting. Missing scheduled time may result in removal from the assignment.

Agents must remain on camera throughout the entire training and nesting period.

Regular Hours of Operation

Normal business hours are Monday–Friday, 9:00 a.m.–6:15 p.m. Eastern Time. Candidates must be available for assigned hours within this schedule, regardless of their local time zone.

Remote Work Requirements

Candidates must have:

• A personal computer that meets the BYOD specifications
• Reliable high-speed internet
• A functioning webcam and headset
• A quiet, private, and professional workspace
• The ability to sit and work at a computer for prolonged periods

Hiring is subject to client resume review and approval. This is a temporary assignment with the potential to continue for up to six months. Assignment length is not guaranteed and may vary based on client needs and individual performance.

Struction Solutions is an Equal Opportunity Employer.

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