Bilingual Call Center Agent (US Healthcare Management)

About the role

The Bilingual Call Center Agent (US healthcare management) develops and maintains relationships with healthcare professionals (HCPs) to drive program compliance, using a high-touch, one-on-one service model. The specialist supports panel operations through participant administration, engagement, communication, data maintenance and incentive processing, keeping participant records accurate and ensuring compliance with operational procedures.

Key responsibilities

• Run personalized outreach programs (email, phone, SMS) and maintain accurate participant records in designated systems
• Follow up on participant activity, respond to inquiries and escalate concerns when needed
• Run recovery campaigns for inactive participants and document outreach and recovery outcomes
• Document interactions in the CRM and other systems, adhering to data governance and privacy requirements
• Support manual incentive, honoraria and payment processing, including preparing payment documentation and tracking payment status
• Follow SOPs, assist with process improvement and support reporting

Required profile

• Associate degree, Bachelor's degree or equivalent combination of education and experience preferred
• 1-3 years of experience in customer service, participant management, panel operations, administrative support or contact center operations preferred
• Experience with CRM, participant management or customer engagement systems preferred; experience with data management or incentive administration is a plus
• Strong verbal and written English
• Ability to work independently and collaborate with cross-functional teams

Required skills

• Proficiency in Microsoft Office (Excel, Word, Outlook, Teams)
• Ability to learn and use CRM and panel management systems
• Attention to detail, strong documentation and recordkeeping skills