Bilingual Customer Service Rep. | CSR
Bilingual Contact Center Specialist - Provider Network Support | Bilingual Call Center CSR
Location: Austin, TX (Onsite)
Schedule: Must be available for any 8-hour shift between 7:00 AM - 7:00 PMEmployment Type: Contract, with potential for extension based on performance
Position Overview
We are seeking a bilingual, customer-focused Contact Center Specialist to support Medicaid providers and clients within a high-volume service environment. This role is critical in ensuring accurate, timely, and professional assistance related to eligibility, claims, and program inquiries.
The ideal candidate thrives in a fast-paced call center setting, demonstrates strong communication and problem-solving skills, and maintains strict adherence to attendance, quality, and productivity standards.
Key Responsibilities
Customer Support & Call HandlingProvide accurate, unbiased assistance to Medicaid providers and clients regarding eligibility, claims status, and program-related inquiries
Handle a high volume of inbound calls with professionalism, efficiency, and a customer-first approach
Resolve issues in real time, escalating complex concerns when appropriate
Transfer calls to appropriate departments as needed to ensure proper resolution
Documentation & SystemsAccurately document all customer interactions in internal systems
Maintain clear, concise, and compliant records for each call
Utilize multiple systems simultaneously while managing call flow
Performance & ComplianceMeet and exceed established KPIs, including call quality, handle time, and productivity metrics
Maintain strict adherence to attendance and schedule requirements
Follow all policies, procedures, and compliance standards related to Medicaid programs
Team SupportCollaborate with team members and leadership to improve service delivery
Participate in ongoing training and performance improvement initiatives
Support additional tasks and responsibilities as assigned
Required QualificationsMinimum of 6 months' recent experience in a high-volume call center or contact center environment
Bilingual in English and Spanish, must be able to read, write, and speak both fluently
Language proficiency must meet or exceed 80 percent on required assessments
Strong verbal and written communication skills
Proven customer service and problem resolution abilities
Ability to multitask across multiple systems in a fast-paced environment
Proficiency with Microsoft Office, including Word, Excel, and Outlook
Strong organizational skills with attention to detail
Work Environment & ExpectationsFully onsite position in Austin, TX
Must be flexible to work any assigned 8-hour shift within operating hours
Schedule changes are not permitted during the first 90 days
Strict adherence to attendance, punctuality, and performance metrics is required
Why This OpportunityDirect impact supporting Medicaid providers and communities
Opportunity to build experience within government and healthcare programs
Potential for contract extension based on performance and business need
Search Keywords / Alternate Titles
Bilingual Call Center Representative, Customer Service Representative Bilingual, Medicaid Customer Support, Provider Support Specialist, Contact Center Agent Spanish, Healthcare Call Center Representative, Member Services Representative