Bilingual Vietnamese Customer Experience Specialist

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

📋 Description

• Establish nurturing relationships with members, focusing on older adults and individuals with disabilities.

• Take ownership of member interactions from start to finish, resolving inquiries during the first contact whenever possible.

• Provide outstanding service and support to achieve first-call resolution.

• Address inquiries related to benefits, eligibility, services, policies, and procedures.

• Assist with questions concerning provider networks, claims/reimbursement, transportation, food, dental, and other support services.

• Respond to incoming contacts within defined service levels.

• Handle complex and sensitive situations with professionalism and compassion.

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

• Tackle complaints, grievances, and disenrollment issues; identify root causes, propose solutions, and escalate when necessary.

• Support outbound outreach initiatives and service programs.

• Represent Alignment Healthcare with integrity and a service-oriented mindset.

• Engage in coaching, feedback, and learning opportunities to enhance service skills and member advocacy.

⛳️ Requirements

• At least 2 years of experience in customer service, contact center, or member support, preferably within the healthcare or Medicare Advantage sectors.

• Relevant college coursework or an Associate/Bachelor’s degree may substitute for experience.

• A high school diploma or GED is required.

• A minimum of 3 years of customer service experience may be considered in lieu of a degree.

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

• Bilingual in Vietnamese and English.

• Proficient in Microsoft Outlook, Word, Excel, CRM, and Contact Center solutions.

• Comfortable being on camera for training and meetings.

• Maintain a distraction-free workspace while ensuring strict confidentiality and HIPAA compliance.

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

• Proper care and readiness of technological equipment such as headsets and keyboards.

• Clear, concise, and friendly verbal communication skills.

• Ability to document interactions with accuracy.

• Exhibit empathy, patience, and respect when engaging with older adults and individuals with disabilities.

• Minimum typing speed of 40 WPM.

• Comfortable working towards KPIs related to attendance, schedule adherence, and quality.

• Ability to manage high call volumes and complex, emotionally sensitive interactions.

• Flexibility in working shifts to accommodate business needs.

• Knowledge of Medicare Advantage, Medi-Cal, or managed care plans is preferred.

• Strong problem-solving abilities.

• Organized, self-motivated, and adept at thriving in a fast-paced environment.

• Must successfully pass a background screening.

🏝️ Benefits

• Remote work opportunities.

• Potential for growth and innovation.

• Continuous coaching, feedback, and learning.

• Reasonable accommodations for individuals with disabilities.