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Resolv Global is a BPO and staffing company that helps businesses deliver customer service, technical support, and back-office operations at scale. Its multilingual teams work across six delivery centers and remote locations, supporting more than 18 languages and providing hybrid, work-from-home, and 24/7 service models. The company combines workforce expertise with technology to help enterprise clients, including Fortune 500 organizations, serve customers across international markets.
Bilingual Healthcare Customer Service Representative - Mexico Remote
Support health plan members in English and Spanish with transportation-service questions. Handle inbound calls, data entry, HIPAA-compliant information, and escalations while working remotely from Mexico.
Description
- Respond to inbound calls from health plan members and representatives
- Listen attentively to identify customer needs and provide professional responses
- Give accurate information and assistance about available transportation services
- Address customer questions and concerns with patience, empathy, and professionalism
- Record and maintain accurate customer information and data
- Achieve defined performance and quality standards
- Comply with HIPAA requirements when handling protected health information (PHI)
- Refer transportation and customer service issues to the appropriate leadership team
- Engage fully in required training and coaching
- Complete all assigned compliance and training courses
- Maintain professional conduct and appearance throughout training and coaching
- Keep the camera on during required training and meeting sessions
Requirements
- At least six months of inbound contact center experience or transferable healthcare experience
- Fluency in both English and Spanish
- Strong spoken and written communication abilities
- Accurate data-entry skills with close attention to detail
- Ability to adjust to a fast-paced call environment
- Ability to manage difficult or emotionally challenging customer interactions
- Professional, courteous communication style
- Ability to work independently while balancing competing demands
- Moderate experience using Microsoft Teams, Outlook, and Word
- Professional appearance and demeanor must be maintained
- Availability to appear on camera during training and required meetings
- Ability to meet attendance and punctuality standards
- Download speed of approximately 80–100 Mbps
- Upload speed of approximately 12–20 Mbps
- Quiet, distraction-free workspace during scheduled hours
- No conflicting responsibilities that could disrupt scheduled work hours
- Personal equipment required for the role
- Windows 11 PC; Mac computers are not supported
- 16 GB RAM
- Two monitors
- Webcam and wired USB headset
- i5 processor or higher
- Fibre internet with a wired Ethernet connection
- Backup power solution
- Resume submitted in English
- Completion of every hiring stage, including resume review, questionnaire, video interview, pre-screen interview, and background check
- Compliance with HIPAA requirements when handling protected health information
Benefits
- Paid weekly in arrears
- Remote work from home in Mexico
- Required training and coaching
- A cultural fit assessment may form part of the selection process
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