Trilingual Customer Service Representative

🕒 May 23

🏈 Alabama – Remote

🏈 Alabama – Remote

💵 $18 - $21 / hour

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

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Guideway Care

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2017

☁️ SaaS

🤖 Artificial Intelligence

🤝 B2B

SaaS • Artificial Intelligence • B2B

Guideway Care is a healthcare-focused enterprise that provides an evidence-based patient activation platform combining AI-driven orchestration and trained human Patient Activation Agents. Using its proprietary Motivational Patient Guidance (MPG) framework, Guideway guides patients through access, referrals, care transitions, and chronic disease management to improve adherence, reduce avoidable utilization, and boost satisfaction and financial outcomes for hospitals, health systems, payors/ACOs, FQHCs, and medical device providers. The company emphasizes measurable clinical and financial impact—fewer readmissions, higher appointment adherence, improved HCAHPS scores, and strong ROI—while addressing social determinants of health and operational barriers.

📋 Description

• Answer telephone promptly and in a polite and professional manner • Obtain and enter accurate demographic information into electronic medical record • Answer questions and offer other information, as requested, to provide patient-focused service and a positive impression of the organization • Seeks and supports changes in call flow processes and communication services • Suggests improvements and participates in organized efforts to improve service levels • Meets and exceeds call volume standards • Adheres to all HIPAA policies • Adheres to all Sequence Health policies • Direct calls to other departments as needed • Use sound judgment in handling calls, especially with upset patients • Understanding of when to escalate calls to physicians/practice manager/triage nurse • Make reminder calls as requested • Make calls to reschedule appointments when necessary • Provide assistance with call backs and other projects as call volume permits • Any other duties necessary to drive our values, fulfill our mission, and abide by our company values

🎯 Requirements

• 1+ years of healthcare, sales, or customer service experience - preferably in a contact center environment • 1+ years experience working in a call center preferred • 1+ years experience working in a medical or healthcare environment preferred • Previous medical scheduling experience preferred • Proficient using Microsoft Office Suite (Excel, Word, and Outlook) and Internet • Ability to handle confidential and sensitive information • Ability to handle a "call center" environment: work quickly and multi-task • Ability to multi-task using several systems and multiple monitors at the same time • Proficient with technology, software applications, and phone systems • Exceptional verbal and written communication skills - positive and proactive, works collaboratively with others to identify opportunities to improve results • Trilingual in English, Spanish, and Brazilian Portuguese

🏖️ Benefits

• Medical Insurance • Vision Insurance • Dental Insurance • Flexible Spending Account (FSA) • Company paid short- and long-term disability • Employee Assistance Program • Life Insurance • Accident insurance • Other voluntary benefit programs for employees and their eligible dependents. • 401(k) retirement plan with a company match