Customer Service Representative - English & Spanish

Job Title: Customer Service Advocate I Location: Remote (Indiana) Pay Rate: $20.38 per/hr. Target Start Date: June ,2025 Assignment Duration: 3 Months (Contract-to-Hire Potential) Work Schedule: Monday??riday, 11:00 AM ??8:00 PM EST Fluent in English and Spanish (verbal and written) Position Purpose The Customer Service Advocate I serves as a first-line advocate, providing timely, accurate, and personalized support to Medicaid members and healthcare providers. This role primarily supports incoming inquiries in a fast-paced contact center environment using multiple communication channels, including phone, live chat, and email. Key Responsibilities Respond to routine member and/or provider inquiries, concerns, and service requests with accuracy and professionalism. Resolve issues during the initial contact to prevent escalation of complaints. Deliver personalized solutions by understanding and assessing customer needs. Collaborate with other departments for complex issue resolution. Maintain performance and quality metrics established by the contact center. Document all communications in the Customer Relationship Management (CRM) system. Stay updated on internal policies, regulatory requirements, and quality standards. Participate in team meetings, coaching, and ongoing training. Perform other duties as assigned. Required Qualifications High School Diploma or GED Fluent in English and Spanish (verbal and written) Strong communication skills with the ability to multitask using multiple systems and programs Must be available to work the full shift from 11:00 AM ??8:00 PM EST Preferred Qualifications Prior experience in a call center or customer service environment Familiarity with Medicaid or healthcare customer service is a plus Candidate Attributes Friendly, supportive, and team-oriented Quick learner with adaptability to changing processes and procedures Empathetic and solution-focused in member and provider interactions Work Environment Remote work setup (Indiana residents only) Inbound call center supporting both English and Spanish-speaking Medicaid members Supportive team structure including managers, supervisors, and team leads for coaching Job Type: Contract Pay: $20.38 per hour Benefits: ??Referral program Shift: ??Morning shift Work Location: Remote