Bilingual Korean Member Experience Associate

4 weeks ago

San Francisco, California, United States Alignment Healthcare Full time
Job Summary:

We are seeking a highly motivated and detail-oriented Bilingual Korean Member Experience Associate to join our team. The successful candidate will be responsible for assisting plan members with their concerns or complaints and providing the necessary information and education to resolve concerns.

Key Responsibilities:
  • Explain plan 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 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.

Pay Range: $33,400 - $50,100 annually. Remote-US. California. Alignment Healthcare.

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