Bilingual Member Services Representative; Remote, Spanish Speaking Alameda, California

Alameda, California

At Pair Team, we're an innovative, mission-driven company reimagining how Medicaid and Medicare serves the most underserved populations. As a tech-enabled medical group, we deliver whole-person care - clinical, behavioral, and social - by partnering with organizations deeply connected to the communities we serve.

We’re building a care model that empowers clinicians and care teams to do what they do best: provide compassionate, high-impact care. At Pair Team, we leverage AI and automation to reduce administrative burden, streamline coordination, and ensure patients receive timely, personalized support.

Our work is powered by a deeply collaborative team of nurses, social workers, community health workers, and medical professionals working alongside product, technology, and operations to close care gaps and improve outcomes for high-need patients.

We’re one of the largest Enhanced Care Management providers in California and are on track to build the nation’s largest clinically integrated network supporting high-need patients. Our model has demonstrated real impact, including a 58% reduction in emergency department visits and a 29% reduction in hospital admissions
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At Pair Team, we're not just delivering care - we're building the future of more equitable, community-driven healthcare.

• Maintain ongoing caseload of individuals through the utilization of evidence-based approaches to promote engagement and achievement of health goals
• Use relationship-based strategies to support members with social support navigation, understanding that many may have lived personal experiences causing them to be initially hesitant or distrusting of the health care system
• Conduct periodic telephonic and SMS outreach to ensure timely follow-up to members
• Work with members to identify health/wellness goals and incorporate goals into Health Action Plan/Shared Care Plan
• Support nurse care manager, behavioral health care manager, nurse practitioner and Community Engagement Specialist with delegated tasks
• Collaborate on care issues with Enhanced Care Management team by participating in systematic case reviews and consulting with the nurse care manager, behavioral health care manager, and nurse practitioner before taking clinical actions
• Consistently meet monthly encounter metrics to ensure compliance with health plan regulations
• Identify and break down barriers ensuring individuals’ continuation with the program
• Assist individuals in securing connection to community supports by scheduling appointments, managing referrals, and ensuring timely follow-ups
• 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

• 3+ years of general work experience (healthcare call environments preferred)
• You are physically located in California
  • Field Ops requires you to maintain reliable transportation for engagement at clinic, community based organization, and health system partner locations
  • Virtual Ops requires a quiet, HIPAA compliant and internet connected space
• Telehealth experience in high volume call settings (inbound and outbound)
• Strong understanding of cultural fluency
• High degree of empathy
• Ability to work collaboratively in a multidisciplinary team
• Organizational skills
• Ability to remain patient when faced with adversity
• Strong technical skills and comfort with technology innovation, past experience with CRM databases, basic Excel, Word, email, and video conferencing
• A valid driver’s license and auto liability insurance

• 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
• Zest for problem solving, seeking answers, and thinking outside the box
• Detail-oriented and organized self-starter who is a rockstar multitasker
• Reliable and comfortable in an ever-changing environment
• Salary: $25/hour
• 401k
• Monthly $100 work from home expense stipend for your WFH days
• Gas reimbursements for your on-site engagement days
• Flexible vacation policy -- take the time you need to recharge!
• We provide all of the equipment needed for the role
• Opportunity for rapid career progression with plenty of room for personal growth!

Pair Team is an Equal Opportunity Employer. At Pair Team, we value diversity and strive to provide an inclusive environment for all applicants and employees. All applicants will be considered without regard to race, color, religion, sex, national origin, marital status, age, disability, or any other characteristic protected by law.