Bilingual Chinese Member Experience Associate
2 days ago
At Alignment Healthcare, we are revolutionizing healthcare for seniors by leveraging our world-class technology platform, innovative care delivery models, and deep physician partnerships. We are seeking a highly motivated and detail-oriented Member Experience Associate to join our team.
Responsibilities:- Provide exceptional customer service to plan members, addressing their concerns and resolving issues in a timely and professional manner.
- Explain plan procedures, protocols, benefits, and services to members, ensuring they have a clear understanding of their coverage.
- Facilitate member requests for changes, such as network provider changes or transportation requests.
- Document all incoming calls, including caller information, reason for call, and resolution.
- Respond to complaints against the health plan and its contracted facilities, utilizing our Complaint / Grievance Policy and Procedure.
- Assist with member outreach programs and implementations as needed.
- Foster good corporate relations by practicing excellent customer service principles.
- 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 Chinese (Mandarin).
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Essential Physical Functions:
- While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear.
- The employee is frequently required to walk; stand; reach with hands and arms.
- The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl.
- The employee must occasionally lift and/or move up to 20 pounds.
- Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
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