Member Services Outbound Specialist (Bilingual - Vietnamese)

Astiva Health•Orange, CA

About The Position

Astiva Health, Inc., a healthcare provider specializing in Medicare and HMO services, is hiring a Member Services Outbound Specialist. The role makes outbound calls to introduce company services, collect information using provided scripts, respond to customer needs, answer questions, address objections, and build rapport. Specialists are expected to provide exceptional service, comply with applicable guidelines, meet quality and performance standards, and attend training and coaching sessions. The posted pay range is $20.00 to $27.00 per hour.

Requirements

Excellent verbal communication and active listening skills.
Strong persuasion and objection-handling abilities.
Resilience and the ability to handle rejection positively.
Basic computer skills, accurate typing, CRM navigation, and data entry.
Clear, professional phone voice with good diction and tone.
Ability to work flexible schedules, including evenings and weekends if needed.
Ability to build rapport with members.
Bilingual in Vietnamese, verbally and in writing.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
Ability to write routine reports and correspondence and speak effectively before groups and customers or employees.
Ability to perform basic arithmetic and compute rates, ratios, and percentages, and interpret bar graphs.
Ability to solve practical problems, deal with concrete variables where standardization is limited, and interpret written, oral, diagrammed, or scheduled instructions.

Responsibilities

Make 80–150+ outbound calls per day, depending on the campaign and company targets.
Introduce the company’s services and collect data using provided scripts while adapting to customer responses.
Identify customer needs, answer questions, overcome objections, and build rapport.
Meet or exceed KPIs such as talk time, conversion rate, and daily target hit.
Follow all compliance guidelines.
Participate in daily or weekly training and coaching sessions to improve performance.
Provide exceptional customer service.
Maintain regular and consistent attendance.
Perform other duties as assigned.