Resolv Global
Resolv Global
51 – 200 Employees
B2BConsultingRecruitment
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.

Healthcare Customer Service Representative - Mexico Remote

Provide bilingual customer support to health plan members in Mexico regarding transportation services. The remote contract role includes inbound calls, data entry, HIPAA compliance, and escalation handling.

Description

  • Respond to inbound calls from health plan members and representatives
  • Identify customer needs and communicate professionally
  • Explain available transportation services accurately
  • Resolve questions and concerns with patience and empathy
  • Record and maintain accurate customer data
  • Meet defined performance and quality standards
  • Handle protected health information in accordance with HIPAA and compliance requirements
  • Escalate transportation and service issues to the appropriate leadership team
  • Take part in required training and coaching
  • Complete all assigned compliance and training courses
  • Maintain professional conduct and appearance during training and coaching
  • Remain on camera during required training and meetings

Requirements

  • At least 6 months of inbound contact center experience or transferable healthcare experience
  • Fluency in both English and Spanish
  • Strong verbal and written communication abilities
  • Accurate data-entry skills with close attention to detail
  • Ability to adjust to a fast-paced call environment
  • Confidence handling difficult or emotional customer interactions
  • Professional and courteous communication style
  • Ability to work independently while managing competing priorities
  • Moderate experience using Microsoft Teams, Outlook, and Word
  • Professional appearance and demeanor must be maintained
  • Availability to remain on camera during training and required meetings
  • Reliable attendance and punctuality
  • Download speed of approximately 80-100 Mbps
  • Upload speed of approximately 12-20 Mbps
  • Quiet, distraction-free workspace during scheduled hours
  • No conflicting responsibilities during scheduled work hours
  • Personal equipment suitable for performing the role
  • Windows 11 PC; Mac computers are not supported
  • 16 GB of RAM
  • Two monitors
  • Webcam and wired USB headset
  • i5 processor or higher
  • Fibre internet with a wired Ethernet connection
  • Backup power solution
  • Microsoft Teams and Office 365
  • Resume submitted in English
  • Completion of every hiring stage, including resume review, pre-screen questionnaire, one-way video interview, pre-screen interview, and background check

Benefits

  • Weekly payment in arrears
  • Fully remote work from home in Mexico
  • Required training and coaching
  • Cultural fit assessment may form part of the selection process

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