Bilingual call Center Rep - Remote (Indiana Only)

Job Description

BCforward is currently seeking a highly motivated Bilingual Call Center Rep II in 100% Remote (Indiana)

Job Title: Bilingual Call Center Rep II

Location: Remote (Indiana)

Assignment Duration: 3 Months (Potential Contract-to-Hire)

Work Schedule: Monday–Friday, 11:00 AM – 8:00 PM EST

Position Purpose

The Customer Service Advocate I serves as a first-line advocate, providing timely, accurate, and personalized support to Medicaid members and healthcare providers. This role primarily supports incoming inquiries in a fast-paced contact center environment using multiple communication channels, including phone, live chat, and email.

Key Responsibilities

Respond to routine member and/or provider inquiries, concerns, and service requests with accuracy and professionalism.

Resolve issues during the initial contact to prevent escalation of complaints.

Deliver personalized solutions by understanding and assessing customer needs.

Collaborate with other departments for complex issue resolution.

Maintain performance and quality metrics established by the contact center.

Document all communications in the Customer Relationship Management (CRM) system.

Stay updated on internal policies, regulatory requirements, and quality standards.

Participate in team meetings, coaching, and ongoing training.

Perform other duties as assigned.

Required Qualifications

High School Diploma or GED

Fluent in English and Spanish (verbal and written)

Strong communication skills with the ability to multitask using multiple systems and programs

Must be available to work the full shift from 11:00 AM – 8:00 PM EST

Preferred Qualifications

Prior experience in a call center or customer service environment

Familiarity with Medicaid or healthcare customer service is a plus

Candidate Attributes

Friendly, supportive, and team-oriented

Quick learner with adaptability to changing processes and procedures

Empathetic and solution-focused in member and provider interactions

Work Environment

Remote work setup (Indiana residents only)

Inbound call center supporting both English and Spanish-speaking Medicaid members

Supportive team structure including managers, supervisors, and team leads for coachingCompany Description

About BCforward:

Founded in 1998 on the idea that industry leaders needed a professional service, and workforce management expert, to fuel the development and execution of core business and technology strategies, BCforward is a Black-owned firm providing unique solutions supporting value capture and digital product delivery needs for organizations around the world. Headquartered in Indianapolis, IN with an Offshore Development Center in Hyderabad, India, BCforward’s 6,000 consultants support more than 225 clients globally.

BCforward champions the power of human potential to help companies transform, accelerate, and scale. Guided by our core values of People-Centric, Optimism, Excellence, Diversity, and Accountability, our professionals have helped our clients achieve their strategic goals for more than 25 years. Our strong culture and clear values have enabled BCforward to become a market leader and best in class places to work.

BCforward is an equal opportunity employer.

Fully remote