Remote Bilingual Mandarin Customer Experience Specialist

Alignment Health•Remote CA Outside Bay Area, CA

2d•$41,600 - $57,600•Remote

About The Position

Alignment Health is hiring a remote Bilingual Mandarin Customer Experience Specialist to provide compassionate, seamless service to members, primarily older adults and individuals with disabilities. The role focuses on building caring connections, taking ownership of interactions, and resolving issues completely and correctly. Employees must work within the contiguous United States. The specialist responds to member questions about benefits, eligibility, services, policies, and procedures; assists with provider network, claims and reimbursement, transportation, food, dental, and other support needs; documents interactions; and addresses complaints, grievances, and disenrollment concerns. The role also includes outbound outreach, meeting service levels, and participating in coaching and ongoing learning.

Requirements

Bilingual Mandarin proficiency: speaking, reading, and writing.
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.
Ability to navigate multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM, and contact center solutions.
Ability to appear on camera for training and individual, team, and group meetings.
A distraction-free workspace and ability to maintain confidentiality and comply with HIPAA regulations.
Sufficient internet bandwidth and access to connect to Alignment systems during scheduled shifts.
Ability to properly care for and have available technology equipment such as a headset and keyboard.
Clear, concise, warm verbal communication and the ability to explain complex information simply and compassionately and document interactions accurately.
Empathy, patience, and respect when working with older adults and individuals with disabilities.
Minimum typing speed of 35 WPM.
Ability to work within a culture of continuous coaching, feedback, and performance improvement and meet KPIs related to attendance, schedule adherence, and quality.
Ability to manage high call volumes and emotionally sensitive interactions.
Flexibility to work shifts to meet business needs.
High school diploma or GED.
Demonstrated ability to use technology and follow detailed workflow instructions.

Nice To Haves

Customer service experience in healthcare and/or Medicare Advantage.
College degree, Associate’s or Bachelor’s degree.
Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.
Three or more years of customer service experience may be considered in lieu of a degree.

Responsibilities

Build caring connections with members through empathy, patience, and respect.
Own member interactions from start to resolution, including clear follow-through when additional steps are needed.
Provide exceptional service and aim to resolve inquiries during the initial contact.
Answer questions about benefits, eligibility, services, policies, and procedures clearly and accurately.
Assist with provider network, claims and reimbursement, transportation, food, dental, and other support-service inquiries.
Answer incoming contacts within established service levels and handle complex or sensitive situations professionally.
Document interactions, actions taken, 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 member engagement, education, and experience.
Represent Alignment Health with integrity, positivity, and a commitment to service excellence.
Participate in ongoing coaching, feedback, and learning.