Job Description
Insight Global is assisting a client in finding Bilingual Remote Telecommunicators for a high-volume call handling first escalation inbound environment. The individual will serve as a trusted first point of contact, actively listening with empathy to assess caller needs while helping to de-escalate emotionally charged situations. Responsibilities include collecting and accurately documenting essential information to support intake, triage, and care coordination, as well as clearly explaining next steps, setting expectations, and providing guidance or pre-arrival instructions when appropriate. The role also involves identifying and responding to urgent situations, including potential life-threatening risks or concerns of self-harm or harm to others, and escalating appropriately to ensure safety. Additionally, the individual will monitor the availability and status of field and virtual care resources, responding promptly to emergency alerts and support requests.
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