Bilingual Member Services Specialist Job Description

This position is a full-time, remote role.

Overview

You’re a people person through and through - you love meeting and helping new people. As a member of the evolving member services team, you thrive in an entrepreneurial environment. You care about the older adult population we serve and making sure each person’s experience can be a great one.

What You Do

• The Member Service Specialist will spend 35 hours per week available to support member calls, service requests, emails, and texts (future state), including escalations and calls from members who have lost DUOS coverage or canceled from DUOS services and need help navigating next steps.
• Core to the role is the ability to build trusting relationships and expertly explain the DUOS service to potential members, which results in their willingness to verify eligibility for DUOS, complete a needs assessment (future state), and participate in our program.
• Triage active members’ needs, appropriately referring members with urgent needs to the appropriate crisis line, addressing care gap campaigns, and utilizing our tooling to meet Social Determinants of Health (SDoH) needs for non-urgent situations.
• In conjunction with the Operations Manager, recommend that members who are inappropriate for DUOS services be dismissed and participate in the dismissal process.
• Take appropriate notes in our CRM after member interactions to ensure continuity of service.
• Collaborate with operational and cross-functional teammates to continually improve our member service processes.
• Shift time: 12:30-9 PM EST (9:30-6pm PST)

What We Are Looking For

• Must be proficient in both English and Spanish with strong written and verbal communication skills in both languages.
• This role requires technical agility to navigate multiple systems and to keep accurate documentation
• Highly comfortable navigating multiple technology platforms, probably while looking at multiple screens and being logged into a few accounts at once!
• Experience working with people living with mental health conditions and other diverse populations.
• Experience navigating Medicare Advantage plan benefits, government safety net programs and/or community resources.
• Experience working remotely in a call center environment.
• Process-oriented person who is highly attentive to detail.
• Demonstrate high level of personal accountability.
• Ability to actively listen and effectively communicate.
• Empathetic and superior critical thinking.
• Commitment to quality and continuous improvement.
• Highly agile and comfortable in high paced, innovative, technology driven environment.
• Reliable internet connection via ethernet cable (not wifi).

What DUOS is All About

DUOS is more than just a consumer-focused healthcare company. We’re on a mission to reimagine freedom at any age. We form trusted relationships with older adults using technology and community to support fulfilling lives at home. We hire awesome people who are wired for service and arm them with the tools they need to have a life-changing impact on others.

Job Details:
Full-time (non-exempt)
$22 p/hour
Schedule dependent on business need
Benefits: Medical, Vision, and Dental