Alignment Health

Bilingual Customer Experience Specialist, Mandarin

Alignment Health

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $41,600 - $57,600 per year

About the role

  • Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction.
  • Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required.
  • Deliver exceptional service by consistently exceeding member expectations and reinforcing a culture focused on trust, compassion, and first-call resolution.
  • Accurately respond to member inquiries regarding benefits, eligibility, services, policies, and procedures in a clear, confident, and member-friendly manner.
  • Assist members with provider network and claim/reimbursement inquiries, benefit questions related to transportation, food, dental and other support services and needs, proactively identifying solutions and next steps.
  • Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care.
  • Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution.
  • Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed.
  • Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience.
  • Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction.
  • Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy.

Requirements

  • 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage.
  • High school diploma or GED required.
  • Bilingual English/Mandarin (Read, Write, Speak).
  • Minimum typing speed of 40 WPM.
  • Proficient in navigating multiple systems simultaneously, including Microsoft Outlook, Word, Excel, CRM and Contact Center solutions.
  • On camera presence for training, one on one, team and group meetings.
  • Workspace must be free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations.
  • Sufficient internet bandwidth and access to connect with Alignment’s systems during scheduled shift.
  • Proper care and availability of technology equipment such as headsets, keyboard, to perform responsibilities without impact on operational and scheduled shift requirements.
  • Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately and ability to document interactions accurately.
  • Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.
  • Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality.
  • Ability to manage high call volumes while handling complex, emotionally sensitive interactions.
  • Flexibility to work shifts to meet business needs.
Benefits
  • Health insurance
  • 401(k) matching
  • Flexible work hours
  • Paid time off
  • Remote work options
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer servicecontact center experiencemember supportbilingual English/Mandarintyping speed 40 WPMnavigating multiple systemsMicrosoft OutlookMicrosoft WordMicrosoft ExcelCRM solutions
Soft Skills
empathypatiencerespectclear communicationactive listeningproblem-solvingconfidentialityflexibilityteam collaborationperformance improvement
Certifications
high school diplomaGED