Bilingual Customer Service Representative (English/Spanish, Contract)

Healthcare quality is declining and soaring costs are crushing American families and businesses. At Garner, we’ve developed a revolutionary approach to evaluating doctor performance and a unique incentive model that's reshaping the healthcare economy to ensure everyone can afford high quality care. By providing organizations relief from surging healthcare costs, we've experienced rapid adoption in the market and have more than doubled our revenue annually over the last 5 years, becoming the fastest growing company in our space. To support our continued growth, we're expanding our team by over 50% each year, seeking exceptional talent to shape our unique, award winning culture (for example, USA Today Top Workplaces 2025) designed to cultivate teamwork, trust, autonomy, exceptional results, and individual growth that creates an inflection point in your career.

About the role:

We are looking for a dedicated Contract Customer Service Representative to join our member-facing team for a 4-month contract. In this role, you will serve as the front line of support for our members, acting as a trusted guide in helping them understand and navigate their healthcare benefits. You’ll engage directly with members through phone, chat, and email to help them access the highest-quality care at the lowest possible cost. Your work will be a key part of delivering on Garner’s mission.

This role requires more than just excellent service — we’re looking for someone who can thrive in an evolving environment and is comfortable with complexity. You’ll need to balance professionalism and empathy with strong attention to detail and the ability to interpret nuanced benefit information. As the voice of Garner, you’ll play a vital role in creating a supportive and empowering experience for each member you connect with. Shifts are scheduled between 8 AM and 10 PM ET, with shift preferences considered. Finalized schedules will be provided after a two-week training period.

This position is fully remote.

What you will do:

• Deliver exceptional member support via phone, chat, and email
• Educate members on their healthcare benefits, including how to maximize their Garner benefit 
• Help steer members to find the best care available to them
• Handle complex and sensitive conversations with professionalism, empathy, and patience
• De-escalate members who are experiencing friction with their benefit
• Work with other departments to address cross-departmental issues
• Identify and escalate feedback from member interactions to internal teams
• Stay up to date on evolving procedures
• Protect member privacy and maintain compliance with HIPAA and data security protocols

What you will bring to the team:

• Minimum 2 years of call center/customer service experience
• Fluency in English and Spanish
• Healthcare experience preferred
• Clear and confident verbal and written communication skills
• Meticulous attention to detail
• A proactive and curious problem-solving mindset
• An openness to feedback and a commitment to doing better every day
• Technical proficiency with customer service platforms, such as Zendesk
• A desire to work in a rapidly evolving startup environment and can adapt quickly to change
• Passion for Garner's mission to transform the healthcare economy

Compensation Transparency:

The base compensation for this position is $22.50/hour. Individual compensation for this role will depend on a variety of factors including qualifications, skills and applicable laws. Additionally, time off will be granted in December for all Contract Concierge Associates.