Job Description

Insight Global is assisting a client in finding Bilingual Remote Telecommunicators for a high-volume call handling first escalation inbound environment. The individual will serve as a trusted first point of contact, actively listening with empathy to assess caller needs while helping to de-escalate emotionally charged situations. Responsibilities include collecting and accurately documenting essential information to support intake, triage, and care coordination, as well as clearly explaining next steps, setting expectations, and providing guidance or pre-arrival instructions when appropriate. The role also involves identifying and responding to urgent situations, including potential life-threatening risks or concerns of self-harm or harm to others, and escalating appropriately to ensure safety. Additionally, the individual will monitor the availability and status of field and virtual care resources, responding promptly to emergency alerts and support requests.

Responsibilities:

- Call handling experience: 6-8 calls per hour - 50+ calls a day

- Serve as a trusted first point of contact, actively listening with empathy and assessing caller needs while helping to de escalate emotional situations.

- Collect and accurately document essential information to support intake, triage, and care coordination.

- Clearly explain next steps, set expectations, and provide guidance or pre arrival instructions when appropriate.

- Identify and respond to urgent situations, including potential life threatening risks, self harm, or harm to others, escalating appropriately to ensure safety.

- Monitor availability and status of field and virtual care resources and respond promptly to emergency alerts and support requests.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

- 1+ year of experience in a healthcare contact center

- e.g., insurance, patient scheduling, medical billing, claims, member services, patient advocates

- Prior HIPAA compliant work environment

- Experience supporting patient or member interactions

- Bilingual in Spanish

- Comfortable with behavioral health

- Stable work history