Bilingual Member Experience Associate

1 week 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.

  • Bilingual Preschool Teacher

    4 weeks ago

    Dallas, Texas, United States The Learning Experience Full time

    Job Summary:The Learning Experience is seeking a dedicated and passionate Bilingual Preschool Teacher to join our team. As a key member of our staff, you will play a vital role in creating a nurturing and engaging environment for young children to learn and grow.Responsibilities:Create a welcoming and inclusive classroom space that fosters a love of learning...

  • Bilingual Customer Experience Representative

    1 month ago

    Dallas, Texas, United States Driveway Full time

    Job Title: Bilingual Online Customer Experience AgentWe are seeking a highly skilled and bilingual customer experience agent to join our team at Driveway. As a customer experience agent, you will be responsible for delivering exceptional customer service and support to our customers through various communication channels.Responsibilities:Provide customer...

  • Bilingual Customer Experience Representative

    4 weeks ago

    Dallas, Texas, United States Lithia & Driveway Full time

    Job Title: Bilingual Online Customer Experience AgentJoin Lithia & Driveway as a Bilingual Online Customer Experience Agent and play a key role in delivering exceptional customer experiences through our digital channels.Job Summary:We are seeking a highly motivated and customer-focused individual to join our team as a Bilingual Online Customer Experience...

  • Member Experience Associate

    2 weeks ago

    Dallas, Texas, United States Industrious Full time

    About the Role:This 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.As a Member Experience Associate at Industrious, you will be the heart of the member experience, truly aiming to create great days for all who...

  • Member Experience Associate

    7 days ago

    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...

  • Retail Banker

    3 weeks ago

    Dallas, Texas, United States PENFED Credit Union Full time

    About the RoleWe are seeking a highly motivated and customer-focused Retail Banker to join our team at PenFed Credit Union. As a Retail Banker, you will play a critical role in extending member relationships by offering appropriate financial solutions and services to meet our members' needs.Key ResponsibilitiesDeliver Exceptional Member Service: Meet or...

  • Bilingual Retail Sales Associate

    2 weeks ago

    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...

  • Bilingual Business Development Associate

    2 weeks ago

    Dallas, Texas, United States ISN Software Full time

    Job SummaryWe are seeking a highly skilled and motivated Bilingual Business Development Associate to join our team at ISN Software. As a key member of our customer service team, you will be responsible for providing exceptional service and support to our clients, utilizing your language skills to communicate effectively with clients and colleagues from...

  • Bilingual Inventory Specialist

    3 weeks ago

    Dallas, Texas, United States AGMTOOLS Full time

    Bilingual Inventory/Customer Service AssociateWe are seeking a highly skilled and multilingual professional to join our team as a Bilingual Inventory/Customer Service Associate. The ideal candidate will possess excellent communication skills, be fluent in English and Spanish, and have a passion for delivering exceptional customer service.Key...

  • Bilingual Customer Service Representative

    3 weeks ago

    Dallas, Texas, United States MCI Careers Full time

    Job Title: Bilingual Inbound Customer Service RepresentativeWe 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 ensuring a...

  • Bilingual Customer Service Representative

    1 month ago

    Dallas, Texas, United States LHH Recruitment Solutions Full time

    Job SummaryLHH Recruitment Solutions is seeking a highly skilled Bilingual Customer Service Representative to join our team in the Dallas, TX area. As a key member of our team, you will be responsible for providing exceptional customer service to our clients while utilizing your bilingual skills to communicate effectively with our diverse customer base.Key...

  • Bilingual HR Assistant

    1 month ago

    Dallas, Texas, United States Frontline Source Group Full time

    Bilingual HR Assistant Role:The Bilingual HR Assistant will be responsible for recruiting, employee assistance with timecards, benefits, and troubleshooting login issues for hourly employees.Key responsibilities include managing the hourly recruiting process, posting job requirements, scheduling interviews, extending offers, and managing the background...

  • Bilingual Customer Service Representative

    4 weeks ago

    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 at ValorVIP. As a key member of our customer service team, you will be responsible for providing exceptional customer experiences to our clients through inbound...

  • Bilingual Bank Customer Service Representative

    2 weeks ago

    Dallas, Texas, United States ValorVIP Full time

    Job Title: Bilingual Bank Customer Service RepresentativeWe are seeking a highly motivated and customer-focused Bilingual Bank Customer Service Representative to join our team at ValorVIP. As a key member of our customer service team, you will be responsible for providing exceptional service to our customers, resolving their issues, and ensuring their...

  • Bilingual Leasing Representative

    2 weeks ago

    Dallas, Texas, United States ASAP Personnel Full time

    Job OpportunityASAP Personnel is seeking a highly skilled Bilingual Leasing Agent to contribute to the company's growth and success.Key Responsibilities:Assist in the expansion of the company by utilizing strong problem-solving skills and managing multiple tasks simultaneously.Report weekly tasks and responsibilities to the Property Manager and Regional...

  • Bilingual Retail Sales Consultant

    1 month ago

    Dallas, Texas, United States AT&T Full time

    Job Title: Bilingual Retail Sales ConsultantJob Summary:We are seeking a highly motivated and customer-focused Bilingual Retail Sales Consultant to join our team. As a Bilingual Retail Sales Consultant, you will be responsible for providing exceptional customer service and sales support to our customers in a fast-paced retail environment.Key...

  • Bilingual Nurse Liaison

    2 weeks ago

    Dallas, Texas, United States Syneos Health inVentiv Health Commercial LLC Full time

    Job Title: Bilingual Nurse NavigatorAbout the Role:We are seeking a highly skilled and compassionate Bilingual Nurse Navigator to join our team. As a key member of our patient support services, you will play a vital role in educating patients about our customer's product and providing telephonic support to ensure a seamless experience.Key...

  • Bilingual Call Center Representative

    1 month ago

    Dallas, Texas, United States MCI Careers Full time

    Job Title: Bilingual Call Center RepresentativeJoin MCI Careers and become a part of our dynamic team!We are seeking a highly motivated and customer-focused Bilingual Call Center Representative to join our team. As a Bilingual Call Center Representative, you will be responsible for providing exceptional customer service to our clients, handling inbound and...

  • Bilingual Call Center Representative

    2 weeks ago

    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...

  • Bilingual Translator Position

    2 weeks ago

    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...