Remote Bilingual Mandarin Customer Experience Specialist

Alignment Health • California Corporate Office, CA

28d • $41,600 - $57,600 • Remote

About The Position

Alignment Health is seeking a Bilingual Mandarin Customer Experience Specialist to provide compassionate, seamless service to members, primarily older adults and individuals with disabilities. The role is focused on building caring connections, taking ownership of member interactions, and resolving questions and issues completely and correctly. It is a remote position, and employees must work within the contiguous United States.

The specialist responds to inquiries about benefits, eligibility, services, policies, provider networks, claims, reimbursements, and support services. They document interactions, handle complaints and sensitive concerns, support outreach initiatives, and participate in ongoing coaching and learning. The position requires Mandarin Chinese and English fluency, comfort with high call volumes and multiple systems, and a distraction-free workspace that supports confidentiality and HIPAA compliance.

Requirements

• At least 2 years of customer service, contact center, or member support experience; relevant college coursework or an Associate or Bachelor's degree may be considered in lieu of experience.
• High school diploma or GED.
• Demonstrated ability to use technology and follow detailed workflow instructions.
• Bilingual Mandarin Chinese and English.
• Proficiency navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM, and contact center solutions.
• Ability to maintain an on-camera presence for training and individual, team, and group meetings.
• A distraction-free workspace and ability to maintain strict confidentiality and comply with HIPAA regulations.
• Sufficient internet bandwidth and access to connect to company systems during scheduled shifts.
• Ability to care for and keep available technology equipment, including headsets and keyboard, to perform job duties without disrupting scheduled shifts.
• Clear, concise, warm verbal communication; ability to explain complex information simply and compassionately and accurately document interactions.
• Empathy, patience, and respect when working with older adults and individuals with disabilities.
• Minimum typing speed of 40 WPM.
• Comfort with continuous coaching, feedback, and performance improvement to meet KPIs for attendance, schedule adherence, and quality.
• Ability to manage high call volumes and emotionally sensitive interactions.
• Flexibility to work shifts to meet business needs.
• Ability to talk or hear regularly; stand, walk, sit, use hands and fingers, handle or feel objects, tools, or controls, and reach with hands and arms regularly; and frequently lift or move up to 10 pounds. Close vision and ability to adjust focus are also required.

Nice To Haves

• Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.
• Strong problem-solving skills and a proactive, ownership-driven mindset.
• Organized, self-motivated, and comfortable working in a fast-paced environment.
• College degree, Associate's or Bachelor's; alternatively, 3 or more years of customer service work experience may be considered in lieu of a degree.

Responsibilities

• Build caring connections with members through empathy, patience, and respect.
• Own member interactions end-to-end, resolving inquiries during the initial contact where possible and following through on additional steps.
• Deliver exceptional service and reinforce trust, compassion, and first-call resolution.
• Respond accurately and clearly to inquiries about benefits, eligibility, services, policies, and procedures.
• Assist with provider network, claim, reimbursement, transportation, food, dental, and other support-service inquiries; identify solutions and next steps.
• Answer incoming contacts within established service levels and handle complex or sensitive situations professionally.
• Document member interactions, actions, and outcomes in real time.
• Address complaints, grievances, and disenrollment concerns by identifying root causes, offering solutions, and escalating when appropriate.
• Support outbound outreach and service programs intended to improve engagement, education, and member experience.
• Represent Alignment Health with integrity and a commitment to service excellence.
• Participate in coaching, feedback, and learning to strengthen service skills and member advocacy.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED