Remote Bilingual Mandarin Customer Experience Specialist

Role overview Provide remote, bilingual customer support to older adults and people with disabilities who need help navigating health plan services. You will take ownership of member questions from first contact through resolution, making complex information easier to understand and ensuring members feel heard and supported.

Responsibilities - Respond to questions about benefits, eligibility, policies, services, provider networks, and claims or reimbursements. - Explain available support, including transportation, food, and dental benefits, and identify practical next steps. - Manage incoming contacts within service targets, resolving issues when possible and following up or escalating when needed. - Address complaints, grievances, and disenrollment concerns with empathy and attention to their underlying causes. - Record interactions, actions, and outcomes accurately; support outreach and member education initiatives. - Participate in ongoing coaching and service improvement, with performance measured against quality, attendance, and schedule expectations.

Requirements - Fluency in Mandarin, including speaking, reading, and writing. - At least two years of customer service, contact center, or member support experience; healthcare or Medicare Advantage experience is preferred. Relevant college coursework or an associate or bachelor’s degree may substitute for experience. - High school diploma or GED; a college degree is preferred. Three or more years of customer service experience may be considered in lieu of a degree. - Clear, warm communication; empathy, patience, accurate documentation, and the ability to manage high call volumes and sensitive conversations. - Comfort using multiple systems at once, including office software, CRM, and contact center tools; ability to follow detailed workflows and type at least 35 WPM. - A private, distraction-free workspace, reliable internet and equipment, and the ability to protect confidential health information. Must be available for on-camera meetings and flexible shifts.

Nice to have - Knowledge of Medicare Advantage, Medi-Cal, or managed care plans.

Benefits and work setup - Remote work, limited to locations within the contiguous United States. The listing gives an hourly rate of $20.