Agency Service Rep III - Bilingual Vietnamese

Elevance Health•Houston, TX

23d•Onsite

About The Position

The Agency Service Representative III is an onsite role requiring full-time work at the Houston, TX location. This position provides advanced, high-touch service and operational support for Medicare and Dual Eligible members, with a specific focus on serving the Vietnamese-speaking community. The role demands strong product/program knowledge, excellent service judgment, and the ability to meet quality and productivity expectations. The representative will assist members and prospective members in person, by phone, and in writing, providing accurate guidance and support. They will respond to inquiries about Medicare and Dual plan information, benefits, policies, and procedures, escalating complex issues as needed. Responsibilities also include performing basic enrollment and billing maintenance, ensuring accurate documentation, supporting special projects, coordinating mailings, and assisting management with meeting preparation and community activities. Performance expectations for productivity, timeliness, quality, and customer experience must be met.

Requirements

Requires a high school diploma or a GED equivalent and a minimum of 5 years of related customer service experience; or any combination of education and experience which would provide an equivalent background.
Bilingual English/Vietnamese required (spoken, read, and written).
Experience working in a customer-facing and/or high-volume service environment (in-person and/or phone).
Previous health insurance experience supporting the senior and disabled population.
Knowledge/understanding of Medicare and Medicaid, including Dual Eligible populations.
Advanced benefits, claims, enrollment, billing, or membership knowledge.
Experience supporting sales, brokers/agents, and/or community outreach efforts.
Proficiency with Microsoft Office (Outlook, Excel, Word) and CRM/tools (Salesforce preferred).
Active Texas Health & Life Insurance license highly preferred; ability to obtain within 90 days of hire required (where applicable).

Responsibilities

Assist members and prospective members in person (storefront), by phone, and in writing, providing accurate guidance and service support.
Respond to inquiries involving Medicare and Dual plan information, benefits, policies/procedures, and general program questions; escalate complex issues appropriately.
Perform basic enrollment and billing maintenance transactions and ensure accurate documentation and follow-through.
Support special projects and operational needs; create and provide reports as needed to support customer/client requirements.
Coordinate mailings and fulfillment requests.
Support manager requests including preparation for meetings and community activities may assist with roadshows/outreach events.
Meet established performance expectations for productivity, timeliness, quality, and customer experience.