Trilingual Customer Service Representative

About Guideway Care

Guideway Care is The Patient Activation Company™. We don't just engage patients; we activate them. Using our proprietary Motivational Patient Guidance (MPG) model and AI‑powered technology, we resolve the practical and psychological barriers that prevent patients from taking their next right action.

We are seeking motivated individuals to join our Trilingual Contact Center Team. The role involves providing one‑on‑one customer service support to patients across the United States via telephone, documenting patient interactions, and working collaboratively with patients and providers to optimize patient care. This position requires independent work, teamwork, continuous learning, and growth.

11:30 AM – 8:00 PM CST

• Answer telephone promptly and in a polite and professional manner.
• Obtain and enter accurate demographic information into the electronic medical record.
• Answer questions and provide patient‑focused service, ensuring a positive impression of the organization.
• Identify and support changes in call flow processes and communication services, suggesting improvements and participating in organized efforts to improve service levels.
• Meet and exceed call volume standards.
• Adhere to all HIPAA policies.
• Adhere to all Sequence Health policies.
• Direct calls to other departments as needed.
• Use sound judgment in handling calls, especially with upset patients.
• Understand when to elevate calls to physicians, practice manager, or triage nurse.
• Make reminder calls as requested.
• Make calls to reschedule appointments when necessary.
• Assist with call backs and other projects as call volume permits.
• Perform any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

• Excellent customer service skills.
• Capable of multi‑tasking in a fast‑paced environment.
• Remain calm and courteous under pressure.
• Proficient with computers and navigating web‑based applications.
• Requires regular, reliable attendance during scheduled hours.

• 1+ years of healthcare, sales, or customer service experience—preferably in a contact center.
• 1+ years of experience working in a call center (preferred).
• 1+ years of experience in a medical or healthcare environment (preferred).
• Previous medical scheduling experience (preferred).
• Proficiency using Microsoft Office Suite (Excel, Word, Outlook) and the Internet.
• Ability to handle confidential and sensitive information.
• Ability to work quickly and multi‑task in a call‑center environment.
• Ability to multi‑task using several systems and multiple monitors simultaneously.
• Proficiency with technology, software applications, and phone systems.
• Exceptional verbal and written communication skills—positive, proactive, and collaborative.
• Trilingual in English, Spanish, and Brazilian Portuguese.

None

None. Remote work: 0% remote.

Guideway Care does not offer immigration or work visa sponsorship.

The target salary range for this role is $18–$21 per hour. Salary within this range is based on multiple factors including skills, experience, licensure, certifications, and other business considerations.

• Medical Insurance
• Vision Insurance
• Dental Insurance
• Flexible Spending Account (FSA)
• Company‑paid short‑ and long‑term disability
• Employee Assistance Program
• Life Insurance
• Accident insurance
• Other voluntary benefit programs for employees and eligible dependents
• 401(k) retirement plan with company match

• Work remotely from a private HIPAA‑compliant workspace.
• House company equipment needed to perform the job.
• Maintain broadband internet access with download speed of at least 24 Mbps and upload speed of at least 4 Mbps.
• Immigration or work visa sponsorship will not be provided.

• Ability to hear within normal range and wear a headset/earpiece.
• Good visual acuity to read computer screens, scripts, and forms.
• May sit 100% of the time while taking calls.

We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment and are committed to creating an inclusive environment in which everyone can thrive.

Guideway Care requires all candidates to successfully complete a background check, drug screening, and identity verification process, including third‑party checks and real‑time confirmation, prior to employment to ensure a secure and consistent candidate experience.

* Guideway Care is the parent company of Sequence Health. This position is employed by Sequence Health.