Job Summary

We are seeking a bilingual (English/Spanish) Customer Representative to join a high-performing healthcare support team. This role involves assisting patients and families by handling high call volumes in a fast-paced environment with professionalism, empathy, and efficiency. You will play a key role in helping underserved communities navigate healthcare services, including medical appointment scheduling, transportation coordination, and interdepartmental communication.

Key Responsibilities

• Respond to inbound calls regarding medical appointments, scheduling, cancellations, and provider availability.
• Schedule patient transportation and coordinate with medical facilities, pharmacies, and insurance providers.
• Provide accurate information about specialty services and behavioral health programs.
• Transfer calls and direct inquiries to the appropriate departments as needed.
• Escalate complex cases to supervisors or management with clarity and context.
• Ensure compliance with internal regulations, protocols, and HIPAA standards.
• Participate in a structured training program (2 weeks of training + 2 weeks of nesting).
• Maintain a positive, solution-focused approach while managing a high volume of calls.

Qualifications

• Fluent in both English and Spanish (written and spoken) – required.
• Previous customer service or call center experience, preferably in healthcare – preferred but not required.
• Ability to work in a fast-paced, high-call-volume environment with patience and professionalism.
• Clean personal background (must not contain any history that could negatively affect clients or patients).
• Strong attention to detail and problem-solving skills.
• Availability to work 6 days per week across varying shifts, including weekends.
• High school diploma or equivalent.
• THIS IS AN ON SITE POSITION FOR HERMOSILLO, SONORA