Member Services Outbound Specialist (Bilingual - Vietnamese)

Astiva Health•Orange, CA

1d•$20 - $27

About The Position

Astiva Health, Inc. is a healthcare provider specializing in Medicare and HMO services. The Member Services Outbound Specialist makes outbound calls to introduce company services, gather information, address customer questions and needs, and build rapport. The role requires following scripts while adapting to customer responses, meeting performance targets, and complying with applicable guidelines. The specialist is also expected to maintain quality standards, attend training and coaching sessions, provide exceptional customer service, and maintain regular, consistent attendance. The work frequently involves sitting and completing tasks on a computer. Employees occasionally stand, walk, handle or reach with their hands and arms, perform other listed movements, and talk and hear. The employee may occasionally need to lift or exert force up to 10 pounds. The work environment typically has a moderate noise level.

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 skills.
A 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 Vietnamese verbal and written abilities.
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals; 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 to draw and interpret bar graphs.
Ability to solve practical problems, handle situations with limited standardization, and interpret written, oral, diagram, or schedule-based instructions.
Ability to meet the described physical demands, with reasonable accommodations where applicable.

Responsibilities

Make 80–150 or more 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 key performance indicators, including talk time, conversion rate, and daily targets.
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.