Bilingual Benefits Navigator I
DaVita Kidney Care
Care Specialist, Bilingual – English/Spanish
Empathy
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $19 - $21 per hour
Job Level
Mid-LevelSenior
About the role
- Provide expert, empathetic chat support to users in both English and Spanish, addressing practical and emotional needs
- Provide phone support to users via inbound calls in both English and Spanish, addressing scheduling, explaining Empathy’s offerings, and answering logistical questions
- Assist in creating detailed Care Plans for users and complete user requests (account closures, funeral pricing/planning, sourcing vendors, etc.)
- Conduct comprehensive research to identify and provide access to essential resources for users
- Maintain and contribute to the Care Team knowledge base and product resources
- Act as a product expert connecting users to Empathy-specific tools and resources
- Relay user insights and identify knowledge gaps to support product development
- Excel in organization, documentation, and time management to meet SLA requirements
- Follow escalation guidelines and operate with care handling sensitive user data
- Participate in short-term projects and complete all required training
Requirements
- Fluency in both Spanish and English, with excellent verbal and written communication skills in both languages
- Experience in a customer-facing role/counseling/support/concierge services or related fields (including internships)
- Ability to quickly adopt and navigate new technology, tools, and platforms
- Comfort working within defined procedures and translating complex steps into clear guidance
- Excellent communication, organizational, and interpersonal skills
- Strong love of learning and conducting research in unfamiliar fields
- Demonstrated problem-solving abilities under challenging deadlines and priorities
- Ability to organize multiple tasks and projects and maintain control of workflow
- Ability to analyze situations and make independent professional judgments without close supervision
- Preferred: experience or training in warm line support, education, public health, grief counseling, disability services, or resource navigation
- Preferred: Familiarity with Google Suite, Slack, Zendesk, or similar platforms
Benefits
- Company equity in a high-growth start-up
- Annual remote work stipend
- Paid bereavement leave
- Comprehensive health insurance coverage
- Generous paid time off, including company holidays, vacation days, and paid leaves
- Retirement savings plan with employer matching
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
empathycommunicationorganizational skillsinterpersonal skillsproblem-solvingtime managementresearch skillsability to analyze situationsindependent judgmentability to work under deadlines