Member Advocate- Bilingual Spanish

Description:

Job Type: Full-Time
Schedule: Multiple shifts available | Monday–Friday | Non-Remote

About WellTrans

At WellTrans, we are committed to removing transportation barriers to healthcare. Our mission is to ensure every member has safe, reliable, and on-time access to their medical appointments—Every. Single. Trip. We are proud to be a Certified Minority- and Disabled Veteran-Owned Business and an Equal Opportunity Employer that values diversity and inclusion at every level of the organization.

Position Summary

As a Member Advocate at WellTrans NEMT, you are the voice and frontline representative of our organization. This role primarily involves handling incoming and outgoing calls through our automated call distribution system to support members, healthcare providers, and facilities. You will verify trip details and member eligibility, address inquiries, and ensure that every call results in a professional, helpful experience. This position is in-office only and plays a vital role in supporting access to healthcare for our community.

Key Responsibilities

• Provide timely, professional responses to member and provider questions, concerns, and complaints.
• Follow call handling scripts while personalizing each interaction to build trust and rapport.
• Identify member needs and ensure accurate, complete resolutions with follow-up as needed.
• Maintain up-to-date documentation for all interactions and communications.
• Meet and exceed call center performance metrics including quality and call handling standards.
• Demonstrate a commitment to WellTrans values through courteous, respectful, and efficient service.
• Collaborate with internal departments to resolve complex or escalated issues.
• Support additional administrative duties or projects as assigned.

Compensation & Benefits

• Starting Wage: $16.00/hour
• Advancement Opportunity: Performance review after 90 days with potential for growth
• Overtime opportunities Available
• Paid Training
• Health, Dental, and Vision Insurance (with optional additional coverage)
• Paid Time Off & Paid Holidays
• Employee Assistance Program (EAP)

Requirements:

• Must be bilingual in Spanish.
• 1–2 years of call center or relevant customer service experience preferred.
• Ability to pass a criminal background check and drug screen.
• Strong communication skills—both written and verbal.
• Proficiency in Microsoft Office and basic computer applications.
• Demonstrated professionalism and ability to work in a fast-paced, changing environment.
• Strong listening skills and ability to handle sensitive or escalated calls with empathy.
• Must be reliable, punctual, and able to follow written and verbal directions.
• Experience working with diverse populations and various communication styles.