Remote Bilingual Mandarin Customer Experience Specialist

Alignment Health; California; Remote; USD 23,000 - 32,000; Full time

Job summary

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate service to our members, primarily older adults and individuals with disabilities. This remote role operates within the contiguous US and emphasizes empathy, advocacy, and resolving issues on first contact.

You will respond to inquiries about benefits, eligibility, services, and policies; assist with provider networks and claims; document interactions in real time; and support programs to improve engagement and

Qualifications

• 2+ years of customer service, contact center, or member support experience.
• High school diploma or GED required.
• College coursework or an Associate/Bachelor’s degree may be considered in lieu of experience.

Responsibilities

• 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.
• Answer incoming contacts within established service levels and document interactions in real time.
• Proactively address member complaints and disenrollment concerns with root-cause analysis and escalation when needed.
• Support outbound outreach initiatives to improve engagement and education.

Skills

Empathy

Patience

Verbal communication

Documentation

CRM navigation

Microsoft Office

Education

High school diploma or GED

College coursework considered

Associate’s or Bachelor’s degree preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM/Contact Center solutions

Job description

Alignment Health is breaking the mold in conventional health care, committed to serving seniors and those who need it most: the chronically ill and frail. We have built a team of talented and experienced people who are passionate about transforming the lives of the seniors we serve. In this fast-growing company, you will find ample room for growth and innovation alongside the Alignment Health community. Working at Alignment Health provides an opportunity to do work that really matters, not only changing lives but saving them.

The Customer Experience Specialist plays a critical role in delivering compassionate, seamless service to our valued members — primarily older adults and individuals with disabilities. It is about building caring connections, owning the member experience, and always resolving issues completely and correctly the first time. This is a remote role that requires compliance to work only within the contiguous US.

Customer Experience Specialists take personal responsibility for each interaction — listening deeply, advocating for the member, navigating complex systems, and following through until resolution is achieved. Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction.

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.

Answer incoming contacts within established service levels while always managing complex and sensitive situations with professionalism and care.

Thoroughly document all member interactions, actions taken, and outcomes in real time to ensure accuracy, continuity of care and effective resolution.

Proactively address member complaints, grievances, and disenrollment concerns with goal to resolve by listening for root causes, offering solutions, and escalating appropriately when needed.

Support outbound outreach initiatives and service programs designed to improve engagement, education, and overall member experience.

Represent Alignment Healthcare with integrity and positivity, modeling a serving-heart mindset and commitment to excellence in every interaction.

Participate actively in ongoing coaching, feedback, and learning to continuously strengthen service skills and member advocacy.

2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage.

~ Relevant college coursework or an Associate/Bachelor’s degree may be considered in lieu of experience.

High school diploma or GED required.

College degree, Associate’s or Bachelor’s preferred. 3+ years of customer service work experience considered in lieu of degree.

Training:

~ Hourly Rate: $20

Bilingual Mandarin Chinese/English

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.

Sufficient internet bandwidth and access to connect with Alignment’s systems during scheduled shift.

Proper care and availability of technology equipment such as headsets, keyboard, to perform responsibilities without impact on operational and scheduled shift requirements.

Clear, concise and warm verbal communication skills with the ability to explain complex information simply and compassionately and ability to document interactions accurately

Demonstrated empathy, patience, and respect when working with older adults and individuals with disabilities.

Minimum typing speed of 40 WPM.

Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality.

Flexibility to work shifts to meet business needs.

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, age, protected veteran status, gender identity, or sexual orientation.