Bilingual Customer Service Representative

3 weeks ago

Albuquerque, New Mexico, United States SCAN Health Plan Full time

About the Role

As a Bilingual Customer Service Representative at SCAN Health Plan, you will play a vital role in ensuring our members receive exceptional service and support. Your primary responsibility will be to serve as a point of contact for member inquiries and concerns regarding benefits, eligibility, referrals, claims, and other aspects of plan benefits and services.

Key Responsibilities

  • Provide quality customer service by applying SCAN's Five Service Principles, educating members, family, providers, and caregivers regarding benefits and plan options.
  • Accurately explain benefits and plan options in person, via email, or telephonically.
  • Follow up with members to clarify issues, determine causes, and identify solutions, escalating appropriate issues to management or other departments as required.
  • Meet and/or exceed departmental standards, including quality, productivity, and adherence to schedule and attendance.
  • Respond to member/internal staff/providers inquiries concerning benefits, eligibility, referrals, claims, and all other issues following departmental policies and procedures.

Requirements

  • Bilingual requirement: Korean, Mandarin, Cantonese, Vietnamese, Spanish.
  • 1-2 years of call center or related customer service experience, required.
  • 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans, preferred.
  • Experience in the healthcare, insurance, or pharmacy industry is highly desirable.
  • Ability to maintain a calm demeanor at all times, including during highly charged situations.
  • Data entry and general computer skills, required.
  • Effective communication (oral and written) skills, professional/pleasant telephone manner required.
  • Ability to handle large call volumes while providing excellent customer service at all times, required.

What We Offer

  • Base salary range: $17.00-$20.75.
  • An annual employee bonus program.
  • Robust Wellness Program.
  • Generous paid-time-off (PTO).
  • Eleven paid holidays per year, plus 1 additional floating holiday.
  • Excellent 401(k) Retirement Saving Plan with employer match.
  • Robust employee recognition program.
  • Tuition reimbursement.
  • A work-life balance.

About SCAN Health Plan

SCAN Health Plan is a not-for-profit organization dedicated to tackling the most pressing issues facing older adults in the United States. We are the sole corporate member of SCAN Health Plan, one of the nation's leading not-for-profit Medicare Advantage plans, serving over 270,000 members in California, Arizona, and Nevada.

At SCAN, we believe that it is our business to improve the state of our world. Each of us has a responsibility to drive equality in our communities and workplaces. We are committed to creating a workforce that reflects our community through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more.

SCAN is proud to be an Equal Employment Opportunity and Affirmative Action workplace. Individuals seeking employment will receive consideration for employment without regard to race, color, national origin, religion, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender perception or identity, age, marital status, disability, protected veteran status, or any other status protected by law.

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