Bilingual Mandarin Customer Experience Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish meaningful connections with members through compassionate, patient, and respectful communication.

• Take ownership of member interactions from start to finish and resolve inquiries during the initial contact whenever feasible.

• Provide outstanding service while fostering trust, empathy, and achieving first-call resolution.

• Address questions regarding benefits, eligibility, services, policies, and procedures.

• Assist with inquiries related to provider networks, claims/reimbursement, transportation, food, dental, and various support services.

• Respond to incoming communications within set service levels.

• Record member interactions, actions taken, and outcomes in real-time.

• Handle complaints, grievances, and disenrollment issues by identifying root causes, proposing solutions, and escalating as necessary.

• Support outbound outreach programs and service initiatives.

• Represent Alignment Healthcare with integrity, positivity, and a strong service-oriented approach.

• Engage in continuous coaching, feedback, and learning opportunities.

⛳️ Requirements

• A minimum of 2 years of experience in customer service, contact center, or member support, ideally within the healthcare and/or Medicare Advantage sectors.

• A high school diploma or GED is mandatory.

• Relevant college coursework or an Associate/Bachelor’s degree may be accepted in place of experience.

• Proven ability to effectively utilize technology and adhere to detailed workflow instructions.

• Bilingual proficiency in Mandarin Chinese and English.

• Skilled in Microsoft Outlook, Word, Excel, CRM, and Contact Center software.

• Comfortable with on-camera presence for training and meetings.

• A distraction-free workspace that ensures strict confidentiality and compliance with HIPAA regulations.

• Adequate internet bandwidth to connect with Alignment’s systems during scheduled shifts.

• Properly maintained and accessible technology equipment, including a headset and keyboard.

• Clear, concise, and warm verbal communication along with accurate documentation capabilities.

• Demonstrated empathy, patience, and respect when interacting with older adults and individuals with disabilities.

• Minimum typing speed of 40 WPM.

• Ability to meet KPIs related to attendance, schedule adherence, and quality standards.

• Capacity to handle high call volumes and emotionally sensitive situations.

• Flexibility to work shifts based on business requirements.

• Familiarity with Medicare Advantage, Medi-Cal, or managed care plans is preferred.

• Strong problem-solving abilities.

• Organized, self-motivated, and comfortable working in a fast-paced environment.

• Capability to perform essential physical tasks, including sitting, standing, walking, reaching, and lifting/moving up to 10 pounds.

🏝️ Benefits

• Comprehensive health insurance options.

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career growth.

• Supportive work environment with a focus on employee wellbeing.

• Potential for flexible scheduling and remote work options.