Remote Bilingual Vietnamese Customer Experience Specialist

Alignment Health•Remote CA Outside Bay Area, CA

2d•$41,600 - $57,600•Remote

About The Position

The Customer Experience Specialist delivers compassionate, seamless service to Alignment Health members, primarily older adults and individuals with disabilities. The role centers on building caring connections, advocating for members, navigating complex systems, and taking ownership of interactions through complete and accurate resolution. This is a remote position, and work must be performed within the contiguous United States. The specialist responds to questions about benefits, eligibility, services, policies, and procedures; assists with provider network, claims, reimbursement, and support-service inquiries; and handles complaints, grievances, and disenrollment concerns. The role includes documenting interactions in real time, meeting contact service levels, supporting outreach initiatives, and participating in continuous coaching and learning. The position requires bilingual Vietnamese communication skills and a distraction-free workspace suitable for maintaining confidentiality and HIPAA compliance.

Requirements

Required bilingual Vietnamese proficiency: speaking, reading, 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 be 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.
Proper care and availability of technology equipment, such as a headset and keyboard.
Clear, concise, warm verbal communication, ability to explain complex information simply and compassionately, and ability to document interactions accurately.
Empathy, patience, and respect when working with older adults and individuals with disabilities.
Minimum typing speed of 35 WPM.
Comfort with continuous coaching, feedback, and performance improvement to meet KPIs related to attendance, schedule adherence, and quality.
Ability to manage high call volumes and emotionally sensitive interactions.
Flexibility to work shifts according to business needs.
High school diploma or GED.
Demonstrated ability to use technology and follow detailed workflow instructions.
Ability to meet the physical demands described, including regularly talking or hearing, standing, walking, sitting, handling or feeling objects or controls, reaching with hands and arms, and frequently lifting or moving up to 10 pounds; close vision and ability to adjust focus are required.

Nice To Haves

Associate's or bachelor's degree; 3+ years of customer service experience may be considered in lieu of a degree.
Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.

Responsibilities

Build empathetic, patient, and respectful connections with members.
Own member interactions from beginning to end, resolving inquiries during the initial contact where possible and following through on remaining steps.
Provide exceptional service and promote trust, compassion, and first-contact resolution.
Respond clearly and accurately to inquiries about benefits, eligibility, services, policies, and procedures.
Assist with provider network, claims, 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 and service programs that improve member engagement, education, and experience.
Represent Alignment Healthcare with integrity, positivity, and a service-oriented mindset.
Participate in coaching, feedback, and ongoing learning to improve service skills and member advocacy.