Remote Bilingual Vietnamese Customer Experience Specialist

Role overview Support older adults and people with disabilities as they navigate health plan services, using Vietnamese and English to make each interaction clear, respectful, and helpful. This remote customer experience role involves owning member questions through resolution, handling sensitive issues with care, and helping members understand their benefits and available services.

Responsibilities - Answer questions about eligibility, benefits, services, policies, provider networks, and claims or reimbursements. - Explain support options such as transportation, food, and dental benefits, and help members determine next steps. - Respond to incoming contacts within service targets, resolving requests when possible and arranging follow-up or escalation as needed. - Listen to complaints, grievances, and disenrollment concerns, identify root issues, and work toward appropriate resolutions. - Document conversations and actions accurately, and contribute to outreach and member education programs. - Take part in coaching and continuous improvement, meeting expectations for quality, attendance, and schedule adherence.

Requirements - Fluency in Vietnamese, 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. - Compassionate communication, careful listening, accurate documentation, and the ability to handle high contact volumes and emotionally sensitive situations. - Ability to use multiple systems at once, including office software, CRM, and contact center tools; follow detailed workflows and type at least 35 WPM. - Reliable internet and equipment, a confidential and distraction-free workspace, and availability for on-camera meetings and flexible shifts.

Nice to have - Familiarity with Medicare Advantage, Medi-Cal, or managed care plans.

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