Pair Team is seeking a Bilingual Member Services Representative (Remote, Spanish Speaking) to play a critical role as a Lead Case Manager in our whole-person, interdisciplinary care model. You will directly outreach and engage with individuals living with Serious Mental Illness/Substance Use Disorder, experiencing homelessness, and/or those who have high medical needs.
What You'll Do
- Maintain an ongoing caseload using evidence-based approaches to promote engagement and achievement of health goals.
- Use relationship-based strategies to support members with social support navigation.
- Conduct periodic telephonic and SMS outreach to ensure timely follow-up.
- Work with members to identify health/wellness goals and incorporate them into a Health Action Plan.
- Support nurse care managers, behavioral health care managers, nurse practitioners, and Community Engagement Specialists with delegated tasks.
- Collaborate on care issues with the Enhanced Care Management team through systematic case reviews.
- Consistently meet monthly encounter metrics to ensure compliance with health plan regulations.
- Identify and break down barriers to ensure individuals' continuation with the program.
- Assist individuals in securing connections to community supports by scheduling appointments and managing referrals.
- Coordinate physical care management appointments through collaboration with external and internal providers.
- Utilize external and internal online platforms to collaborate with team members and carry out daily tasks.
What We're Looking For
- 3+ years of general work experience (healthcare call environments preferred).
- Physically located in California.
- Reliable transportation for engagement at clinic, community-based organization, and health system partner locations.
- A quiet, HIPAA-compliant, and internet-connected space for virtual work.
- Bilingual proficiency in English and Spanish.
- Telehealth experience in high-volume call settings (inbound and outbound).
- Strong understanding of cultural fluency and a high degree of empathy.
- Ability to work collaboratively in a multidisciplinary team with an eye for optimization.
- Strong organizational skills and ability to remain patient when faced with adversity.
- Strong technical skills and comfort with technology innovation; experience with CRM databases, basic Excel, Word, email, and video conferencing.
- A valid driver’s license and auto liability insurance.
Nice to Have
- Demonstrated professional or personal lived experience working closely with individuals experiencing complex chronic needs, homelessness, or Severe Mental Illness/Substance Use Disorder.
- 2+ years of healthcare call center experience.
- Experience with motivational interviewing.
- Metrics-driven with a zest for problem solving and thinking outside the box.
- Detail-oriented and organized self-starter who is a reliable multitasker.
- Comfortable and reliable in an ever-changing environment.
Technical Stack
- CRM databases
- Excel
- Word
- Video conferencing
Team & Environment
You will work with an interdisciplinary care team including nurses, social workers, community health workers, and medical professionals.
Benefits & Compensation
- Compensation: $25/hour
- Comprehensive health, vision & dental insurance.
- 401k.
- Monthly $100 work from home expense stipend.
- Gas reimbursements for on-site engagement days.
- Flexible vacation policy.
- All equipment needed for the role provided.
- Opportunity for rapid career progression with room for personal growth.
Work Mode
This is a hybrid role with work from home and on-site engagement days. You must be located in or near Woodland, California.
Pair Team is an Equal Opportunity Employer. We value diversity and strive to provide an inclusive environment for all applicants and employees.
