Bilingual Customer Service Representative - Health Valet
About Coupe Health Healthcare today is complicated and confusing. Coupe Health changes that. Coupe delivers a different healthcare experience – one that is streamlined and simplified, saving our members time and money. At Coupe, we are passionate about transforming healthcare. Come join our team. Now hiring for a July 27th start date! We are now hiring two bilingual Health Valets to support Coupe Health's members in our call center. We provide paid training to set you up for success in this role! Training begins 7/27/2026. This position will be a fully remote, work-from-home position. You are required to have an Internet Service Provider (ISP) that has a high-speed internet land-based connection. To ensure stable performance, the connection must be hard-wired from the router to the company-provided equipment. The Impact You Will Have This role is responsible for consulting and supporting our Spanish-speaking Coupe Health members. The Bilingual Health Valet's focus is on helping members navigate their care; through understanding their benefits, partnering to find the highest quality of care, and ensuring that Coupe Health members are educated and equipped to make the best decision for their wellbeing. They will create and foster relationships with members, providers, and other stakeholders to resolve any issues that impact members. Our Health Valets will make a difference in the lives of our members by understanding their needs and supporting them providing white-glove service and problem resolution. Your Responsibilities Consult with Coupe Health members as they navigate their care, including education on their benefit plan, partnering to find quality care for their personalized health situation, following up regularly on health status, and any other support needed so our members can make the best decision for their wellbeing. Partnering with internal/external stakeholders, providers, and other carriers to ensure we are meeting the needs of our members. Identify member issues, recognize patterns, and work in a matrixed environment to drive for a solution and process improvements, using their discretion and independent judgement to meet member’s needs. Using discretion when a member issue is escalated, and leadership needs to be brought in. Maintain agility when navigating through multiple applications while supporting other team members as they assist members. Managing relationships with both satisfied and dissatisfied members by modeling empathy, knowledge, and proactive member support. Additionally managing relationships with providers and internal/external stakeholders. Responsible for helping retain members and growing brand awareness through exceptional service. Monitor and respond to member inbound calls and emails, in accordance with expectations of turnaround time for support resolution. Helps identify training opportunities or trends, and report findings and opportunities to leadership. Maintain a strict standard of confidentiality to ensure that protected health information of our members is secure. Required Skills & Experience 2+ years of related experience. All relevant experience including work, education, transferable skills, and military experience will be considered. Ability to work independently and problem solve without all the facts. Strong time management and prioritization skills Strong listening and communication, including both verbal and written skills. Ability to remain calm in challenging situations. Computer literacy and typing skills Ability to learn new processes, technology, new concepts, etc. quickly. Fluent in Spanish (other bilingual skills will be considered) High School diploma (or equivalency) and legal authorization to work in the U.S. Preferred Skills and Experience Bachelor’s degree Prior insurance or healthcare experience Call center experience Customer service experience Role Designation Teleworker Role designation definition: Teleworking is working full time remote. Hybrid is a minimum of 2 days onsite. Onsite is full-time onsite. Compensation and Benefits $23.81 - $29.76 - $35.71 Hourly Pay is based on several factors which vary based on position, including skills, ability, and knowledge the selected individual is bringing to the specific job. We offer a comprehensive benefits package which may include: Medical, dental, and vision insurance Life insurance 401k Paid Time Off (PTO) Volunteer Paid Time Off (VPTO) And more To discover more about what we have to offer, please review our benefits page. Equal Employment Opportunity Statement At Coupe Health, we are committed to paving the way for everyone to achieve their healthiest life. Coupe Health is an Equal Opportunity Employer and maintains an Affirmative Action plan, as required by Minnesota law applicable to state contractors. All qualified applications will receive consideration for employment without regard to, and will not be discriminated against based on any legally protected characteristic. Individuals with a disability who need a reasonable accommodation in order to apply, please contact us at: [email protected]. Coupe Health recruiters may contact you from emails ending with @bluecrossmn.com and @coupehealth.com. Apply To This Job