**Job Summary**

Customer / Member Services Representatives are expected to assess the needs of the caller/customers and determine, based on strong operational understanding, the most appropriate and effective course of action on the customer query and provide resilutions accordingly.

**Qualification & Experience**

• Any Gradudate / Post Graduate / High School Diploma or equivalent, 


• With or without experience as long as fluent in any of the following languauges Korean, French, Cantonese, Vietnamese along with English.


• Must be currently residing in the Philippines


• Atleast 2 years of customer service experience, preferably in healthcare management and/or a call center setting is an advantage.


• Exceptional customer service skills, including verbal and written communication


• Must be fluent in English and one of the following languages Korean / French / Cantonese / Vietname and English


• Ability to collaborate and be a team player


• Ability to remain calm and courteous when handling upset members and offering solutions to their problems and knowing when to escalate the call


• Familiarity with Centers for Medicare and Medicaid Services (CMS) regulations, preferred


• Proficiency with Microsoft Office (Word, Excel, Outlook)

** Job Responsibilities:**

• Educates members, family, providers and caregivers regarding benefits and plan options.


• Accurately explains benefits and plan options in person, via email, fax, or telephonically.


• Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. Escalates appropriate member issues to management or other departments as required.


• Provides follow-up with members by clarifying the customer’s issue, determining the cause, and identifying and explaining the solution. 


• Escalates appropriate member issues to management or other departments as required.


• Participates in member-calling projects as assigned by management to support the overall company goal of membership retention.