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.

2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage.
High school diploma or GED required. College degree, Associate’s or Bachelor’s preferred or any equivalent combination of education and work experience.
Required: Demonstrated ability to use technology and follow detailed workflow instructions.
Bilingual English/Vietnamese (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.
Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately.
Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.

Bilingual Customer Experience Specialist – Vietnamese

Key skills