Healthcare Customer Service Specialist (Bilingual Spanish)

Position Summary

The Funding Customer Experience Specialist delivers high‑quality customer support and operational assistance throughout the medical funding, insurance, and reimbursement lifecycle. This role supports families, caregivers, clinicians, and internal stakeholders by managing funding inquiries, documentation, and processes while ensuring regulatory compliance, accuracy, and a positive customer experience. The position emphasizes customer service excellence, case management, data accuracy, and continuous improvement within a fast‑paced healthcare or assistive technology environment.

Key Responsibilities

• Provide professional customer service via phone, email, and chat
• Handle inbound and outbound inquiries related to medical funding, authorizations, reimbursements, and order processing
• Create, track, and resolve cases and service tickets within CRM systems
• Accurately document all interactions, inquiries, resolutions, and escalations
• Maintain full compliance with HIPAA, FERPA, and data privacy regulations
• Perform data entry for purchase orders and customer records from email, phone, fax, mail, and web channels
• Support funding workflows, payer documentation, and related operational processes
• Collaborate with cross‑functional teams including funding, operations, customer experience, billing, and sales
• Assist with ERP, CRM (Salesforce), and system testing to enhance workflows and user experience
• Identify process gaps and contribute to continuous improvement initiatives
• Balance multiple priorities efficiently while maintaining accuracy and customer satisfaction

Required Qualifications

• 2+ years of Healthcare customer service, customer experience, or client support experience
• Experience in healthcare, insurance, durable medical equipment (DME), funding operations, reimbursement, or assistive technology
• Strong written and verbal communication skills
• Demonstrated problem‑solving and analytical abilities
• Experience with CRM platforms, case management systems, or ticketing tools
• High attention to detail with strong documentation and data entry skills
• Ability to multitask, prioritize, and adapt in a changing environment
• Comfortable working independently and collaboratively
• Proficiency with Microsoft Office and business systems

Preferred Qualifications

• Bilingual Spanish
• Salesforce CRM experience
• ERP system exposure
• Account management or order processing experience
• Post‑secondary education (preferred, not required)

Benefits & Compensation

Benefits During Contract Period

• Medical plans with limited coverage (including virtual care and pharmacy benefits)
• Hospital indemnity insurance
• Dental and vision coverage
• Accident and critical illness insurance
• Life insurance and short‑term disability (eligibility based on hours worked)
• Earned safe and sick time in accordance with state and local regulations
• Employee discount and savings programs (travel, entertainment, retail)

Benefits After Conversion to Permanent Employment

• Comprehensive medical coverage with employer‑paid majority of employee premiums
• Dependent health coverage with employer contribution
• Generous paid time off, including PTO, personal days, and paid holidays
• Eligibility for bonuses and profit‑sharing incentives
• 401(k) retirement plan with employer contribution
• Employee ownership or equity participation eligibility
• Lifestyle or wellness spending account
• All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.