Customer Service Associate

The Customer Care Coordinator provides outreach and support to ensure all our clients Medicare members have access to the care they deserve. You will navigate their members through their health care and benefits and connect the dots between their provider network health plan operations and supplemental vendors. You will be alongside our members every step of the way to ensure they are never alone in their healthcare journey. This is a role for a passionate and experienced customer service representative who understands the meaningful contribution they make to our members healthcare outcomes.

We are looking for Bilingual Speaking Customer Care Coordinators that are proficient in Vietnamese.

Essential Duties and Responsibilities:

• Understand procedures protocols benefits services and any other necessary information to resolve member issues and inquiries; serve as a subject matter expert in the healthcare experience that our members navigate daily

• Be a representative that provides outbound and inbound support via the phone at a fast pace.

• Maintain case ownership of Tier 1 Tier 2 and Tier 3 matters that you will need to support to resolution. You understand that every customer is different and can move swiftly towards a resolution.

• Manage to the members communication preferences as possible which may include time of day channel and language; utilize interpreter service as needed

• Collaborate with our partners including but not limited to other departments supplemental benefit vendors and provider network to facilitate the member experience.

• Excel in customer service and contribute to a culture of going above and beyond to ensure the highest level of member satisfaction.

Minimum Requirements for the position:

• Language Skills: Ability to read and interpret documents such as safety rules operating and maintenance instructions and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of the organization.

• Mathematical Skills: Ability to add and subtract twodigit numbers and to multiply and divide with 10s and 100s. Ability to perform these operations using units of American money and weight measurement volume and distance.

• Reasoning Skills: Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.

• Basic understanding of Microsoft Office Products; Word Powerpoint Excel etc.

• Computer literate typing 35 words per minute.

What will earn you brownie points

• Experience helping members navigate access to care through Medicare Advantage or HMO including referrals and authorizations

• Experience helping members navigate their Medicare Advantage benefits including medical prescription drug and supplemental benefits

• Outbound call center experience which may include welcome/onboarding appointment scheduling retention sales or other health care/health plan related programs; and/or inbound call center experience that indicates a higher level of problemsolving such as escalation or resolution

• Must be available to work fulltime and overtime through the Annual Enrollment Period (OctDec) and Open Enrollment Period (JanMar)

This position will pay $25 $26 an hour depending on experience. The role is eligible for overtime.

Required Experience:

IC