Remote Bilingual Spanish Customer Experience Specialist

Alignment Health•Remote CA Outside Bay Area, CA

2d•$41,600 - $57,600•Remote

About The Position

Alignment Health is seeking a Spanish-bilingual 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 each interaction, and resolving member issues completely and accurately, preferably during the initial contact. This is a remote position, and employees must work within the contiguous United States. The specialist responds to member questions about benefits, eligibility, services, policies, and procedures; helps with provider networks, claims and reimbursements, and support services; and handles complaints, grievances, and disenrollment concerns. The role also includes documenting interactions, supporting outbound outreach and service programs, and participating in coaching and ongoing learning. The hourly rate is $20. The stated pay range is $41,600 to $57,600.

Requirements

Spanish bilingual proficiency, including reading, speaking, and writing.
At least 2 years of customer service, contact center, or member support experience; healthcare and/or Medicare Advantage experience is preferred. Relevant college coursework or an associate or bachelor's degree may be considered in lieu of experience.
Proficiency navigating 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 strict confidentiality and comply with HIPAA regulations.
Sufficient internet bandwidth and access to connect to company systems during scheduled shifts.
Ability to properly maintain and have available technology equipment, such as a headset and keyboard.
Clear, concise, warm verbal communication; ability to explain complex information simply and compassionately and accurately document interactions.
Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.
Minimum typing speed of 35 WPM.
Comfort working with continuous coaching, feedback, and performance improvement to meet KPIs for attendance, schedule adherence, and quality.
Ability to manage high call volumes and complex, 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

College degree, associate's degree, or bachelor's degree.
Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.
Healthcare and/or Medicare Advantage customer service experience.

Responsibilities

Build caring connections with members through empathy, patience, and respect.
Own member interactions end to end, resolving inquiries at first contact when possible and following through on any additional steps.
Deliver exceptional service that exceeds member expectations and supports trust, compassion, and first-contact resolution.
Respond accurately and clearly to questions about benefits, eligibility, services, policies, and procedures.
Assist with provider network, claims and 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 accurately and in real time.
Address complaints, grievances, and disenrollment concerns by identifying root causes, offering solutions, and escalating when appropriate.
Support outbound outreach initiatives and service programs that improve member engagement, education, and experience.
Represent Alignment Health with integrity, positivity, and a commitment to excellence.
Participate in coaching, feedback, and learning to strengthen service skills and member advocacy.