Bilingual Member Experience Associate

4 weeks ago


Dallas, Texas, United States NxT Level Full time
Job Summary

We are seeking a highly motivated and detail-oriented bilingual Spanish member experience associate to join our 24/7-remote member experience team. As a member of our team, you will be responsible for assisting members with their concerns or complaints and providing the necessary information and education to resolve issues.

This is a remote, healthcare, high-volume contact center position that requires strong communication and problem-solving skills. If you are passionate about positively impacting the lives of seniors and are looking for a challenging and rewarding career opportunity, we encourage you to apply.

Key Responsibilities
  • Explain plan's procedures, protocols, benefits, services, and any other necessary information to members who call or visit the member experience department.
  • Facilitate member requests for changes with network provider changes, transportation requests, or any other member request for assistance as appropriate.
  • Answer all incoming member phone calls within the department's goal time frame.
  • Document every incoming call during the call with pertinent details (i.e., caller name, contact info, reason for call, action taken, resolution, etc.).
  • Respond to complaints against the health plan and its contracted facilities by utilizing the departments complaint / grievance policy and procedure.
  • Make all attempts to resolve all member dis-enrollment / cancellation requests, complaint / grievances, and assist the member with their questions or concerns and following up as appropriate.
  • Assist with member outreach programs and implementations as needed.
  • Foster good corporate relations by practicing good customer service principles (positive attitude, helpful, etc.).
  • Perform other duties as assigned by manager.
Requirements
  • Minimum 3 months' related experience and / or training; or equivalent combination of education and experience.
  • Minimum 2 years' customer service / telemarketing experience.
  • Medical front office experience preferred.
  • Direct sales or related experience, preferably in the Medi-Cal, Commercial, or Medicare Managed Care industry.
  • High school diploma or general education degree (GED); one to three months related experience and / or training; or equivalent combination of education and experience.
  • Associate degree (AA) degree (preferred).
  • Knowledge of Medi-Cal, Commercial, and Medicare Managed Care Plans.
  • Bilingual English and Spanish required. Willing to consider Chinese (Mandarin), Vietnamese, Korean.
  • Language skills: Able to read and interpret documents such as safety rules, operating and maintenance instructions and procedure manuals. Able to write routine reports and correspondence. Able to speak effectively before groups of customers or employees of the organization.
  • Mathematical skills: Able to add and subtract two-digit numbers and to multiply and divide with 10's and 100's. Able to perform these operations using units of American money and weight measurement, volume, and distance.
  • Reasoning skills: Able to apply common sense understanding to carry out detailed but un-involved written or verbal instructions. Able to deal with problems involving a few concrete variables in standardized situations.
  • Computer skills: Strong computer skills.
  • Proficient in Microsoft Office (Outlook, Word, Excel)
  • Able to type minimum 35 words per minute (WPM), 10-key by touch.
Work Schedule
  • Must be willing and able to be scheduled 24/7 as the member experience department is a 24/7 fully operating contact center (including evenings, overnights, weekends, and holidays).
  • Workforce management (WFM) will provide available shifts during the 4th week of training and supervisors will assign shifts to agents.
    • While the leadership team will make every effort to collaborate with workforce management to take agent schedule preference into consideration, the department is unable to guarantee a set schedule shift or hours.
  • Once a shift has been assigned, it will (for the most part) remain the same, taking into consideration:
    • Shifts are based on business need, based on WFM assessment of coverage gaps, and language needs.
    • Shifts are subject to change based on time of year, forecasted volumes, and gaps caused by attrition, etc.
    • Efforts will be made to seek out volunteers before re-assigning individual(s) a shift change. However, if not enough volunteers come forward, shifts will be assigned.
    Training Schedule
    • Remote, paid training is provided during the first (5) weeks from Monday through Friday, 8am – 5pm Pacific Time. No time off is permitted during the (5) week training period.
    No Time Off Approved During
    • No time off is permitted during the first (5) week training period.
    • Annually during entire month of January due to it being the busiest time of the year (no exceptions)
    Work Environment – Remote Work from Home
    • Must have a dedicated, private workspace that is quiet and free from distractions and background noise. Must make any necessary arrangements (with others in the household) to ensure ability to fully focus and perform professionally, as if in an office.
    • Must have high-speed internet and able to connect hardwire to a router. The system cannot and will not work on WiFi alone. If minimum required internet speed is not met, individual may be asked to upgrade if needed Equipment and ethernet cable will be provided*
    • During scheduled shift, no other tasks may be performed (ex. watching movies / TV, cleaning, providing caregiving, doing laundry, carrying on side conversations, etc.).
    • Must be willing and able to be on camera throughout the duration new hire training and any future training sessions. Company will provide a webcam*

This position will pay $18- $22/hour based on experience. The role is eligible for overtime.



  • Dallas, Texas, United States Industrious Full time

    About the RoleThis is an in-person hospitality role, based on site 5 days a week. Candidates must live within an easy commute of Dallas, TX. To help, our compensation package includes some great commuter benefits.Key ResponsibilitiesYou are the first face people see while you're preparing the office for the day: brewing coffee, setting out breakfast, and...


  • Dallas, Texas, United States ASAP Personnel Services - Texas Full time

    We are seeking a highly skilled Counter Sales/Delivery driver to join our team at ASAP Personnel Services - Texas. As a Bilingual Retail Sales Associate, you will be responsible for assisting customers with purchases, stocking materials, and delivering products in a timely manner.Key Responsibilities:Assist customers with questions and provide excellent...


  • Dallas, Texas, United States Crescent Services Full time

    About the Role:We are seeking a skilled Guest Room Attendant to join our Housekeeping Team at Crescent Hotels & Resorts. As a key member of our hospitality team, you will be responsible for delivering exceptional guest experiences by ensuring our rooms are immaculate and our guests feel at home.Key Responsibilities:Clean and maintain guest rooms to the...


  • Dallas, Texas, United States MCI Careers Full time

    Job Title: Bilingual Call Center RepresentativeWe are seeking a highly motivated and customer-focused Bilingual Call Center Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional service to our clients, resolving customer issues, and promoting our products and services.Key...


  • Dallas, Texas, United States CornerStone Staffing Full time

    We are seeking a highly skilled Bilingual Translator to join our team at CornerStone Staffing. As a Bilingual Translator, you will be responsible for translating written documents and materials from English to Spanish and vice versa, ensuring that the original meaning, tone, and context are maintained.Key Responsibilities:Translate written documents and...


  • Dallas, Texas, United States Portfolio Resident Services Full time

    Job SummaryPortfolio Resident Services (PRS) is seeking a highly motivated and organized Bilingual Program Coordinator to join our team. As a key member of our organization, you will play a vital role in improving the quality of life for individuals, families, and senior citizens in affordable housing communities.Key Responsibilities• Serve as a liaison...


  • Dallas, Texas, United States ISN Software Full time

    Customer Service Role at ISN SoftwareAt ISN Software, we are seeking a highly skilled and multilingual Customer Service Representative to join our team. As a Business Development Associate, you will play a crucial role in communicating with clients and colleagues from diverse countries and cultures. Your excellent verbal and written communication skills in...


  • Dallas, Texas, United States MCI Careers Full time

    Job Title: Bilingual Inbound Customer Service RepresentativeJob Summary:We are seeking a highly motivated and customer-focused Bilingual Inbound Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients through inbound calls, emails, and...


  • Dallas, Texas, United States ValorVIP Full time

    Job Title: Bilingual Inbound Customer Service RepresentativeJob Summary:We are seeking a highly motivated and customer-focused Bilingual Inbound Customer Service Representative to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our clients, resolving customer issues, and...


  • Dallas, Texas, United States Atrium Staffing Full time

    Job Overview:Atrium Staffing is seeking a compassionate Bilingual Oncology Nurse Navigator to provide triage, support, and education to members during their cancer journey via phone, email, and video.The ideal candidate will establish trusting relationships with members and their care network, supporting them throughout their cancer care journey, including...


  • Dallas, Texas, United States ValorVIP Full time

    Job Title: Bilingual Customer Service RepresentativeAbout the Role:We are seeking a highly motivated and customer-focused Bilingual Customer Service Representative to join our team at ValorVIP. As a Bilingual Customer Service Representative, you will be responsible for providing exceptional customer service to our clients, handling inbound calls, and...


  • Dallas, Texas, United States Speed Queen Buckner Blvd Full time

    Job OverviewAt Speed Queen Buckner Blvd, we are seeking a highly skilled and bilingual Customer Service Representative to join our team. As a key member of our laundry operations, you will be responsible for providing exceptional customer service, ensuring a safe and clean store environment, and maintaining high levels of customer satisfaction.Key...


  • Dallas, Texas, United States AT&T Full time

    Job SummaryAre you a native Spanish speaker looking to take your sales career to the next level? Do you have excellent communication skills and a passion for helping others? We're seeking a Bilingual Retail Sales Consultant to join our team at AT&T.About the RoleAs a Bilingual Retail Sales Consultant, you will be responsible for providing exceptional...


  • Dallas, Texas, United States Corient Full time

    Job SummaryWe are seeking a highly motivated and detail-oriented Client Experience Associate to join our team at Corient. As a key member of our client service team, you will be responsible for delivering exceptional client experiences and supporting the growth of our business.Your primary focus will be on serving as the central point of contact for client...


  • Dallas, Texas, United States Lou Crawford - State Farm Agency Full time

    Job SummaryWe are seeking a highly skilled and bilingual individual to join our team as a Bilingual Office Assistant. As a key member of our team, you will be responsible for providing exceptional customer service, responding to customer inquiries, and maintaining high customer satisfaction.The ideal candidate will have a strong passion for helping others,...


  • Dallas, Texas, United States CornerStone Staffing Full time

    CornerStone Staffing is seeking a highly skilled Bilingual Customer Service Representative to join our team in the WIC program. As a key member of our team, you will provide exceptional customer service to women, infants, and children, ensuring they receive the support and resources they need.Responsibilities:Interview and evaluate WIC program applicants to...


  • Dallas, Texas, United States KidsCare Therapy Full time

    About the RoleWe are seeking a highly skilled and bilingual Bilingual Scheduling Coordinator to join our team at KidsCare Therapy. As a Bilingual Scheduling Coordinator, you will play a critical role in ensuring the smooth operation of our staffing and scheduling processes.Key ResponsibilitiesStaff patients with appropriate discipline and match therapists to...


  • Dallas, Texas, United States The Matian Firm, APC Full time

    Job Summary:The Matian Firm, APC is seeking a highly skilled Mail Preparation Legal Assistant to join our Immigration department. As a key member of our team, you will be responsible for assisting in the management of client relationships, case review, analysis, preparation, and filing of applications and petitions. Key Responsibilities:* Prepare forms,...


  • Dallas, Texas, United States MCI Military Recruitment Full time

    Job Title: Bilingual Bank Customer Service RepresentativeAre you a customer service enthusiast looking for a new challenge? Do you have excellent communication skills and a passion for helping others? We're seeking a Bilingual Bank Customer Service Representative to join our team!Job Summary:We're looking for a highly motivated and customer-focused...


  • Dallas, Texas, United States The Family Place Full time

    Job DetailsJob Location: Dallas, TXPosition Type: Part TimeSalary Range: $25.19Job Category: Admin - ClericalDescriptionThe Family Place seeks a Part Time, 28 hours per week, Bilingual (Spanish) Paralegal Assistant.Responsibilities:Assist in the delivery of legal services to clients in civil law matters.Conduct initial client interviews.Draft pleadings,...