Member Experience Representative, Bilingual (Mandarin or Cantonese)

Workforce Opportunity Services•Carrollton, TX

18h•$22 - $24•Onsite

About The Position

Workforce Opportunity Services (WOS) is hiring a bilingual Member Experience Representative for a contact center supporting senior members covered by Medicare Advantage plans. The role assists members with enrollment, claims, benefit interpretation, referrals, and authorizations for medical care. Representatives may also interact with physicians, providers, insurance brokers, family members, and caregivers. The position combines phone calls, email and other written communications, and some in-person conversations. Representatives document and service member interactions in company software systems while managing multiple tasks. The role is full-time, 40 hours per week, Monday through Friday, from 9:00 AM to 6:00 PM, and is on-site in Carrollton, Texas. Occasional travel for meetings and training is required. The stated pay range is $22.00–$24.00 per hour, plus benefits.

Requirements

Fluent in English and Vietnamese, as stated in the qualifications.
High school diploma or equivalent.
1 to 2 years of call center or related customer service experience.
1 to 2 years of experience with Medicare benefits, including Medicare Advantage plans.
Ability to remain calm in charged situations.
Data-entry and general computer skills.
Effective written and oral communication skills and a professional, pleasant telephone manner.
Ability to handle high call volume while providing excellent customer service, with a record of efficiency in a high-volume environment.
Ability to commute reliably to the on-site location.
Ability to occasionally lift or move 25 to 50 pounds.

Nice To Haves

Experience in the healthcare, insurance, or pharmacy industry is highly desirable.

Responsibilities

Provide excellent customer service.
Explain benefits and plan options accurately in person, by email, or by phone to members, family members, providers, and caregivers.
Follow up with members by clarifying issues, determining causes, identifying resolutions, and explaining solutions.
Escalate member issues to management or other departments as required.
Meet or exceed departmental standards for quality, productivity, schedule adherence, and attendance.
Respond promptly to members, internal staff, and providers through phone, omnichannel, and in-person interactions about benefits, eligibility, referrals, claims, and other issues, following policies, procedures, and job aids.
Take ownership of issues and focus on solutions and options through resolution.
Improve member satisfaction by efficiently and accurately following up on and resolving issues, complaints, and questions, coordinating with providers and other departments as needed.
Participate in member-calling projects assigned by management, such as membership retention.
Follow policies, procedures, and job aids; suggest improvements and report workflow problems through appropriate channels; and participate in staff meetings and training.
Follow applicable federal and state regulatory requirements and HIPAA requirements.
Document interactions by completing member forms and summarizing actions taken in the computer system according to department standards.
Work with other departments as needed.
Meet attendance and schedule-adherence expectations and individual performance goals, including call quality and attendance.
Perform other duties as assigned.