Call Center Specialist Las Vegas, NV

Bilingual Call Center Specialist

We are looking for bilingual (English/Spanish) Call Center Specialists to support members in a fast-paced health insurance environment in Las Vegas, NV. This contract opportunity with permanent potential is ideal for someone who can manage complex customer concerns with professionalism, empathy, and accuracy while helping members navigate claims and benefit-related questions. The person in this role will serve as a key point of contact for escalated issues and will work closely with internal teams to ensure timely, informed resolutions.

Responsibilities:

• Address elevated member concerns and service complaints, taking ownership of each issue through resolution.

• Support claims-related inquiries and processing activities while ensuring accurate handling of case details.

• Partner with the benefits enrollment team to research and resolve questions involving eligibility, reported hours, and co-premium matters.

• Communicate with members in a patient and empathetic manner, providing clear guidance on sensitive or complex situations.

• Investigate unusual or complicated cases, using sound judgment to determine appropriate next steps and solutions.

• Maintain up-to-date knowledge of health plan offerings, service guidelines, and policy details to deliver reliable information.

• Record customer interactions, actions taken, and final outcomes thoroughly in the appropriate system.

• Protect confidential member information and follow all applicable regulations, internal policies, and compliance standards.