Qualifications

• High school diploma or equivalent, bachelor’s degree preferred.


• With or without experience as long as fluent in both Vietnamese and English


• currently residing in the Philippines


• At least 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


• Strong active listening skills


• Ability to collaborate and be a team player


• Must be a quick learner


• 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)

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.