Spanish and English Bilingual Client Services & Follow-Up Coordinator

Zeal Senior Living supports senior-living operations and residents in California. We are hiring a dependable bilingual coordinator to own two connected work-streams:

1. Professional live inbound-call coverage in English and Spanish.
2. End-to-end follow-up on assigned Medi-Cal eligibility and renewal cases.

We will train the selected candidate on California Medi-Cal Insurance renewals. Prior Medi-Cal experience is not required; U.S. healthcare, insurance, benefits, patient coordination, or case-management experience is preferred.

This is not a passive receptionist role. Every legitimate call, message, document request, deadline, and assigned case must be documented, given a clear next action and due date, and followed through to confirmed resolution. You will not be expected to make clinical or legal decisions.

WHAT SUCCESS LOOKS LIKE

• Calls are answered professionally in English and Spanish.
• Messages identify the caller, issue, urgency, responsible person, required callback, and deadline.
• Every open renewal case has a current status, next action, owner, and due date.
• Documents, submissions, receipt confirmations, case numbers, and eligibility results are recorded accurately.
• Missing information, approaching deadlines, expired coverage, and unresponsive parties are escalated early.
• Weekly reporting is concise, accurate, and useful to management.
• No preventable call, callback, or renewal deadline is lost.

CORE RESPONSIBILITIES

• Answer live inbound calls and determine the caller's identity, need, urgency, and correct next step.
• Resolve routine administrative matters or route them to the appropriate team member.
• Record complete messages and follow up until required callbacks are completed.
• Monitor assigned voicemail, text, email, and communication channels.
• Maintain Zeal's master Medi-Cal eligibility and renewal tracker.
• Track renewal dates, notices, requested documents, signatures, deadlines, submissions, case numbers, and outcomes.
• Contact county Medi-Cal offices, health plans, residents, families, authorized representatives, and service providers.
• Confirm that documents and submissions were received; do not assume that sending something means the task is complete.
• Continue follow-up until eligibility is verified active or the matter is formally escalated.
• Provide a weekly summary of completed cases, open cases, upcoming deadlines, and obstacles.

REQUIRED QUALIFICATIONS

• Fluent, professional spoken and written English and Spanish.
• Clear, confident, calm, and courteous phone communication in both languages.
• At least two years of relevant customer-service, call-center, healthcare-administration, insurance, benefits, patient-coordination, or case-coordination experience.
• Strong organization, documentation, spreadsheet, and deadline-management skills.
• Persistent follow-through and comfort making repeated calls when necessary.
• Sound judgment and discretion with private healthcare and financial information.
• Working knowledge of Microsoft 365, Outlook, Teams, Excel, cloud trackers, and internet phone systems.
• Quiet private workspace, professional headset, reliable computer, stable primary internet, and backup internet or power.
• No other job, classes, caregiving duty, or recurring commitment during scheduled working hours.

SCHEDULE

Monday-Friday, 8:00 a.m.-5:00 p.m. U.S. Pacific Time, 40 hours per week, with scheduled breaks. You must be online and available for live calls throughout the working portions of the shift.

Approximate Philippine schedule:
• 11:00 p.m.-8:00 a.m. while U.S. daylight saving time is in effect.
• 12:00 a.m.-9:00 a.m. during U.S. standard time.

The schedule follows California time and changes when U.S. clocks change.

COMPENSATION

• $1,100 USD per month for the first 90 days.
• $1,200 USD per month beginning in month 4 after a successful review of attendance, bilingual phone quality, documentation accuracy, judgment, and follow-through.
• Prorated 13th-month bonus based on active service during the calendar year.

HOW TO APPLY

Use this subject line:
Spanish Coordinator - [Your Full Name]

Send these three items in your first message:

1. Your résumé.

2. One 60-90 second voice-recording link containing:
• English: briefly introduce yourself and explain your most relevant experience.
• Spanish: briefly describe your why you are a fit for the job.

3. Short answers to these three questions:
• Can you consistently work Monday-Friday, 8:00 a.m.-5:00 p.m. U.S. Pacific Time with no competing work or recurring commitment? State your earliest start date and confirm that you accept the posted compensation.
• Describe your most relevant bilingual phone, healthcare, insurance, benefits, patient-coordination, or case-coordination experience.
• A resident's insurance renewal is due in 30 days. The family has not supplied the requested documents and has not returned two calls. What specific steps would you take, when would you follow up or escalate, and what would you record in the tracker?

Applications missing the bilingual recording or complete schedule and compensation confirmation will not advance.