Remote Bilingual Vietnamese Customer Experience Specialist

Alignment Health•California Corporate Office, CA

7d•$41,600 - $57,600•Remote

About The Position

Alignment Health is seeking a bilingual Vietnamese/English Customer Experience Specialist to provide compassionate, seamless service to members, primarily older adults and individuals with disabilities. The role centers on building caring connections, taking ownership of member interactions, and resolving issues completely and accurately, ideally on the first contact. This is a remote position, and the employee must work from within the contiguous United States. The specialist responds to questions about benefits, eligibility, services, policies, and procedures; assists with provider network and claims or reimbursement inquiries; and supports questions about transportation, food, dental, and other services. The role also handles complaints, grievances, and disenrollment concerns, documents interactions, supports outbound outreach, and participates in ongoing coaching and learning. The position requires bilingual Vietnamese and English communication, the ability to use multiple systems, a distraction-free confidential workspace, reliable internet and equipment, and flexibility to work shifts according to business needs.

Requirements

At least 2 years of customer service, contact center, or member support experience; healthcare and/or Medicare Advantage experience is preferred.
A high school diploma or GED is required.
Relevant college coursework or an Associate's or Bachelor's degree may be considered in lieu of experience; 3+ years of customer service work experience may be considered in lieu of a college degree.
Bilingual Vietnamese and English.
Demonstrated ability to use technology and follow detailed workflow instructions.
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 confidentiality and HIPAA compliance.
Sufficient internet bandwidth and access to connect to company systems during scheduled shifts.
Ability to properly care for and make technology equipment, including a headset and keyboard, available for work.
Clear, concise, warm verbal communication; 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 40 WPM.
Comfort with continuous coaching, feedback, and performance improvement tied to attendance, schedule adherence, and quality KPIs.
Ability to manage high call volumes and emotionally sensitive interactions.
Flexibility to work shifts to meet business needs.

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 in a fast-paced environment.
College degree, Associate's or Bachelor's.

Responsibilities

Build caring connections with members through empathy, patience, and respect.
Own member interactions end-to-end, resolve inquiries during the initial contact when possible, and follow through on additional steps.
Deliver exceptional service and reinforce trust, compassion, and first-contact resolution.
Respond to inquiries about benefits, eligibility, services, policies, and procedures.
Assist with provider network, claims, reimbursement, transportation, food, dental, and other support-service inquiries.
Answer incoming contacts within established service levels and handle complex or sensitive situations professionally.
Document member interactions, actions, and outcomes accurately 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 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.