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Member Services Representative (Bilingual Spanish) – Call Center

Location: Alameda, CA 94502 (Onsite)
Schedule: Monday–Friday, 8:00 AM–5:00 PM
Pay: $28.61/hr

Summary
Now hiring a Member Services Representative (Bilingual Spanish/English) for an onsite call center role supporting health plan members and providers. This Member Services Representative job is focused on high-volume inbound calls, multi-channel support (phone/email/chat), and accurate CRM documentation. The right Member Services Representative will be confident explaining benefits, eligibility, claims, and authorizations while staying calm under pressure and driving first-call resolution.

Responsibilities

• Handle high-volume inbound/outbound calls and respond to member requests via email/chat/fax and written communications
• Provide accurate answers on benefits, eligibility, claims, authorizations, pharmacy questions, and plan services
• Research and resolve issues across multiple systems using a multi-monitor workstation
• De-escalate dissatisfied callers and deliver professional, solutions-focused support
• Document all interactions in a CRM (notes, service requests, disposition codes, follow-ups, outcomes)
• Partner cross-functionally to resolve escalations and ensure timely case closure
• Support members with self-service resources (member portal and online tools)
• Maintain confidentiality and meet quality, productivity, and attendance expectations

Qualifications

• High school diploma or GED required (Bachelor’s preferred or equivalent experience)
• Bilingual Spanish/English required; must pass a language proficiency exam (90%+ score)
• 1+ year customer service experience (call center preferred; healthcare/managed care experience a plus)
• Strong communication, active listening, and customer de-escalation skills
• Strong computer skills, accurate data entry, and comfort working across multiple applications/screens
• CRM experience (Salesforce or similar) preferred; medical terminology knowledge is a plus