Position Overview: 

As the primary contact for our end-users, the Bilingual Customer Support Specialist provides outstanding service by answering questions, assisting with user onboarding, handling issues, and troubleshooting technical issues with our products. In addition to assisting our users, the Bilingual Customer Support Specialist acts as a subject matter expert and liaison with internal teams to optimize service delivery, internal processes, and product improvements. Success in this role is demonstrated by providing an unparalleled level of service to users, exhibiting deep product expertise, adherence to contractual service level agreements, and successfully meeting or exceeding team and individual performance metrics.  

About Care Solutions:

Our Care Solutions team unites the powerful capabilities of GuidingCare and Wellframe to transform care delivery and member engagement in healthcare. GuidingCare excels in offering an integrated care management platform that streamlines workflows, enhances collaboration, and drives better health outcomes for members. Wellframe complements this by providing a digital care management solution that connects health plans with their members through personalized resources and support. Care Solutions empowers healthcare organizations with the technology to make smarter, faster decisions while fostering meaningful connections with members. Our Care Solutions create new standards of care management and member support, paving the way for a healthier, more connected future.

Your Impact:  

• Provides exceptional service to users 
  • Handle user inquiries via multiple channels (email, in/outbound calls, etc.) in a timely, polite and professional manner 
  • Listen to users; identify, research, and understand their needs; resolve user issues 
  • Assist users with onboarding onto the mobile app 
  • Ensure user needs are top priority and appropriately escalated when applicable 
  • Recognize, document, and alert on trends 
• Serve as a product and service expert 
  • Become an expert in our product and services and be comfortable walking others through it 
  • Represent the voice of users to provide feedback to internal teams helping to improve overall experience 
  • Support internal process improvements by making recommendations for documentation, training and support materials 
• Achievement of performance and metrics 
  • Adhere to department and company procedures, guidelines and policies 
  • Meet or exceed individual/team performance metrics, user inquiry volumes, and client contractual service level agreements 
  • Achieve desired quality of service required by standard operating procedures and help to identify potential risks as they emerge 

What You Bring:

• Fluent in Spanish  
• Bachelor’s degree or 1-2 years' experience in a professional setting
• Exceptional interpersonal communication skills (incl. verbal and written); strong phone skills (diction, active listening, professional phone voice)
• Strong problem-solving skills and the ability to think critically while working in a fast-paced environment 
• High degree of technical proficiency with online tools and systems; Microsoft O365, and CRM systems, Zendesk and Salesforce are a plus!
• Strong time management skills, decision making skills, and organizational skills with excellent attention-to-detail 
• Outgoing, friendly, and compassionate personality 
• Independently identifies end user needs/challenges through active listening and resolution; building positive engagement through interaction  
• Data driven; demonstrates ability to identify strategy and actionable recommendations  
• "No task is too small" attitude, with a passion for service excellence, receptivity to learning opportunities, and ability to identify areas for improvement  

HealthEdge commits to building an environment and culture that supports the diverse representation of our teams. We aspire to have an inclusive workplace. We aspire to be a place where all employees have the opportunity to belong, make an impact and deliver excellent software and services to our customers.

Geographic Responsibility: While HealthEdge is located in Burlington, MA you may live anywhere in the US
Type of Employment: Full-time, permanent

Work Environment: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• The employee is occasionally required to move around the office. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Work across multiple time zones in a hybrid or remote work environment.
• Long periods of time sitting and/or standing in front of a computer using video technology.
• May require travel dependent on company needs.

The above statements are intended to describe the general nature and level of the job being performed by the individual(s) assigned to this position. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required. HealthEdge reserves the right to modify, add, or remove duties and to assign other duties as necessary. In addition, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position in compliance with the Americans with Disabilities Act of 1990. Candidates may be required to go through a pre-employment criminal background check.

HealthEdge is an equal opportunity employer. We are committed to workforce diversity and actively encourage all qualified persons to seek employment with us, including, but not limited to, racial and ethnic minorities, women, veterans and persons with disabilities.

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