Bilingual Healthcare Admin (English/Spanish)

Job Title: Bilingual Receptionist (English/Spanish) Department: Operations Reports To: Operations Manager / Team Manager Location: Remote – Dominican Republic Employment Type: Full-Time Job Summary The Bilingual Receptionist serves as the primary point of contact for members, managing inbound calls and facilitating callback coordination and routing. This role requires native Spanish fluency and strong professional English communication skills. The Receptionist ensures accurate message routing, timely follow-ups, and a professional experience while maintaining organized documentation within internal systems. Work Schedule Schedule: Monday to Friday 9am – 6pm EST Time Zone: Must be able to work aligned with U.S. EST business hours Flexibility: May require availability during peak call times Essential Job Functions (Listed in order of importance with approximate % of time. Total equals 100%.) % of Time Inbound Call Management – Answer and manage incoming calls in Spanish and English with professionalism and cultural sensitivity. 35% Callback Coordination – Accurately document inquiries and coordinate callback requests between different departments to ensure timely communication. 25% Member Support – Provide clear and accurate information, redirect calls appropriately, and ensure members understand next steps. 15% Documentation & CRM Updates – Enter detailed call notes and maintain accurate records within CRM or internal tracking systems. 10% Follow-Up Monitoring – Track pending callbacks and ensure communication loops are completed. 10% Administrative Support – Provide general operational support as needed. 5% Required Qualifications (Knowledge, Skills & Experience) Must reside in the Dominican Republic. Native or near-native Spanish fluency. Strong professional English proficiency (verbal and written). Minimum 1–2 years of experience in a receptionist, call center, or customer service role. Excellent phone etiquette and clear communication skills. Strong organizational and multitasking abilities. Proficiency in CRM systems and basic office software (Google Workspace or Microsoft Office). Ability to handle sensitive information with confidentiality and professionalism. Preferred Qualifications Experience supporting healthcare, insurance, or case management teams. Experience in a remote or BPO environment. Familiarity with U.S.-based clients or service standards. Work Conditions / Equipment Requirements This is a fully remote position requiring: Quiet, professional home office environment Reliable high-speed internet (minimum 30 Mbps download / 20 Mbps upload recommended) Wired noise-canceling headset Important Notes Professionalism, empathy, and clarity in communication are critical. Accurate documentation and timely coordination are core performance expectations. Responsibilities may evolve based on business needs. Disclaimer This job description outlines the general nature and level of work performed and is not an exhaustive list of duties or responsibilities. Duties may be adjusted to meet business needs. © VL BPO | Confidential & Proprietary Template