Bilingual Member Support Agent

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Title: Remote Bilingual Health Support Agent

Location: REMOTE CA

Duration: 6* Months Contract*

Start Date: 06/09/2025

Shift: 8:00 AM - 4:30 PM PST Monday - Friday

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• Serves as the first-line advocate who focuses on resolving inquiries, issues, or concerns for members and providers. Leverages a variety of communication channels to provide members and providers with timely, accurate, and personalized support on routine complaints.

Responsibilities:

• CSRs will be calling health plan members to ask them about their medical care. If they haven't completed their recommended tests and screenings, we encourage them to schedule those appointments to keep them healthy. By helping them stay on top of their health care screenings, we are making a difference by transforming the health of our communities one member at a time.
• Since we are working with the member's private health information, we must be sensitive to the nature of the calls, Specific tasks include the following: adherence to all HIPAA protocol, following scripts at all times, and documentation of all interactions in the provided database.
• Receives and responds to routine member and provider inquiries, requests, and concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve the initial contact.
• Serves as the front-line resolution advocate on various member and provider inquiries, requests, or concerns
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high-paced contact center environment over the phone, via live chats, and email
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulations, and all other policies to ensure quality, consistency, and compliance.

Required Skills/Experience/Education:

• 1+ years of Healthcare & Call Center Experience & Bilingual (Chinese speaking candidates)
• Must haves: Call Center Exp, Microsoft Office Skills, Strong Customer Service,
• Professional, empathetic, positive phone demeanor, and enjoys helping people
• Computer Skills, Experience interacting and multitasking using multiple systems and programs simultaneously, fast, hard-wired internet, and a dedicated work area. Strong Typing Skills, 40+ WPM.
• Proof of a High School Diploma/GED or higher is REQUIRED . Must have an on-hand copy of HSD/GED/Transcript.
• Attendance/Reliability needed . Attendance is mandatory - no time off allowed during training. The camera will need to be on at all times during the training.

Job Type: Contract

Pay: $19.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Experience:

• Call Center/Phone CSR in Healthcare/Medical: 1 year (Required)

Language:

• Chinese (Required)

Location:

• California (Required)

Ability to Commute:

• California (Required)

Work Location: Remote