Bilingual Spanish Customer Experience Specialist

🔥 13 hours ago

🇺🇸 United States – Remote

💵 $20 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

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Alignment Health

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2013

⚕️ Healthcare Insurance

🛡️ Insurance

🏥 Healthcare

💰 $135M Series C on 2020-03

Healthcare Insurance • Insurance • Healthcare

Alignment Health is dedicated to providing comprehensive care for Medicare members, emphasizing the needs of seniors, the chronically ill, and those who are frail. With a mission to transform senior healthcare, Alignment Health leverages a tailored care model and advanced technology to deliver high-quality, low-cost healthcare services. Their 24/7 concierge care team collaborates with trusted local providers to ensure that every member receives personalized care, reflecting the company's commitment to treating all members as valued family members.

📋 Description

• Build caring connections with every member through empathetic, patient, and respectful interactions • Own member interactions end-to-end and resolve inquiries during initial contact when possible • Deliver exceptional service and support first-call 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 • Document member interactions, actions, and outcomes in real time • Address complaints, grievances, and disenrollment concerns; identify root causes, offer solutions, and escalate when needed • Support outbound outreach initiatives and service programs • Represent Alignment Healthcare with integrity and a serving-heart mindset • Participate in coaching, feedback, and ongoing learning

🎯 Requirements

• Required-Spanish Bilingual (Read, Speak, Write) • 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage • Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience • Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions • On camera presence for 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; ability to explain complex information simply and compassionately and document interactions accurately • Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities • Minimum typing speed of 35 WPM • 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 • High school diploma or GED required • College degree, Associate’s or Bachelor’s preferred • 3+ years of customer service work experience considered in lieu of degree • Demonstrated ability to use technology and follow detailed workflow instructions • Knowledge of Medicare Advantage, Medi-Cal, or managed care plans preferred

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