Required Skills & Experience
โข 1+ year of experience in a healthcare contact center
โข e.g., insurance, patient scheduling, medical billing, claims, member services, patient advocates
โข Prior HIPAA compliant work environment
โข Experience supporting patient or member interactions
โข Bilingual in Spanish
โข Comfortable with behavioral health
โข Stable work history
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:
โข Call handling experience: 6โ8 calls per hour โ 50+ calls a day
โข Serve as a trusted first point of contact, actively listening with empathy and assessing caller needs while helping to de escalate emotional situations.
โข Collect and accurately document essential information to support intake, triage, and care coordination.
โข Clearly explain next steps, set expectations, and provide guidance or pre arrival instructions when appropriate.
โข Identify and respond to urgent situations, including potential life threatening risks, self harm, or harm to others, escalating appropriately to ensure safety.
โข Monitor availability and status of field and virtual care resources and respond promptly to emergency alerts and support requests.