Bilingual Customer Experience Specialist, Vietnamese

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Alignment Health

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2013

⚕️ Assurance santé

👥 B2C

💰 €321 050 000 Post-IPO Debt - Alignment Health en 2024-11

Healthcare Insurance • B2C

Alignment Health est une entreprise d'assurance santé centrée sur Medicare, offrant des plans Medicare Advantage et des services orientés vers l'adhérent. Elle propose un accès aux soins à la demande 24/7 via des canaux en personne, à domicile et mobiles et propose une carte à la demande de type conciergerie pour aider les membres à prendre des rendez-vous, organiser des transports et répondre à des questions de santé. Alignment Health collabore avec des courtiers, des prestataires, des Organisations de Soin Responsable (ACOs) et des partenaires institutionnels. Elle opère dans plusieurs États des États-Unis (dont l'Arizona, la Californie, le Nevada, la Caroline du Nord et le Texas), et a obtenu de hautes évaluations de la CMS et une reconnaissance dans l'industrie.

Description

• Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction. • Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required. • Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust, compassion, and first-call resolution. • Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures in a clear, confident, and member-friendly manner. • Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps. • Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care. • Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution. • Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed. • Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience. • Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction. • Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy.

🎯 Exigences

• 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage. • High school diploma or GED required. • Bilingual English/Vietnamese (Read, Write, Speak) • Minimum typing speed of 40 WPM. • Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions. • On camera presence for 100% Remote training, one on one, team and group meetings. • Workspace must be free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations. • Sufficient internet bandwidth and access to connect with Alignment’s systems during scheduled shift. • Proper care and availability of technology equipment such as headsets, keyboard, to perform responsibilities without impact on operational and scheduled shift requirements. • Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately and ability to document interactions accurately. • Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities. • Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality. • Ability to manage high call volumes while handling complex, emotionally sensitive interactions. • Flexibility to work shifts to meet business needs.

🏖️ Avantages

• Health insurance • 401(k) matching