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

Bilingual customer service representative assisting Mexico health-plan members with transportation inquiries. The role handles inbound calls, protected health information, data entry, and escalations remotely.

Description

  • Respond to inbound calls from health-plan members and representatives
  • Identify customer needs through attentive listening and professional communication
  • Explain available transportation services and provide accurate assistance
  • Address questions and concerns with patience, empathy, and professionalism
  • Record and update customer information accurately
  • Achieve defined performance and quality standards
  • Comply with HIPAA and other requirements when handling protected health information (PHI)
  • Refer transportation and customer-service issues to the appropriate leadership team
  • Take part in all required training and coaching activities
  • Complete assigned compliance and training courses
  • Maintain professional conduct and appearance throughout training and coaching
  • Use a camera 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 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 emotionally charged customer interactions
  • Professional and courteous communication style
  • Ability to work independently while balancing competing priorities
  • Moderate familiarity with 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 would disrupt 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; resumes must be submitted in English, and every hiring-stage requirement, including the background check, must be completed.
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Benefits

  • Paid weekly in arrears
  • Fully remote work from home in Mexico
  • Required training and coaching

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