Remote Bilingual Spanish Customer Experience Specialist

E2E Alignment Healthcare USA, LLC; California; Hybrid; USD 42,000 - 58,000; Full time

Job summary

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate, seamless service to members, primarily older adults and individuals with disabilities. This remote role within the contiguous US emphasizes empathy, resolution, and excellent documentation of interactions.

You will handle benefits questions, provider network inquiries, and payment/claims support while maintaining HIPAA compliance and high service levels.

Qualifications

• Required-Spanish Bilingual (Read, Speak, Write)
• Experience: 2+ years of customer service, contact center, or member support experience, preferably in healthcare and/or Medicare Advantage
• 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
• Workspace must be free of distractions with the ability to maintain strict confidentiality and compliance with HIPAA regulations
• 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 35 WPM
• Comfortable working in a culture of continuous coaching, feedback, and performance improvement to meet defined KPIs related to attendance, schedule adherence and quality
• Ability to manage high call volumes while handling complex, emotionally sensitive interactions
• Flexibility to work shifts to meet business needs
• Education: 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: Required: Demonstrated ability to use technology and follow detailed workflow instructions. Strongly Preferred: Knowledge of Medicare Advantage, Medi-Cal, or managed care plans preferred.

Responsibilities

• Build caring connections with every member by always leading with empathy, patience, and respect, ensuring members feel heard, supported, and valued throughout every interaction.
• Own each member interaction end-to-end, taking accountability to resolve inquiries during the initial contact and ensuring clear follow-through when additional steps are required.
• 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.

Skills

Spanish bilingual

Empathy

Communication skills

Typing 35 WPM

Education

High school diploma or GED

College degree preferred (Associate/Bachelor)

Relevant coursework may be considered in lieu of experience

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM systems

Contact Center solutions

Job description

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate, seamless service to members, primarily older adults and individuals with disabilities. This remote role within the contiguous US emphasizes empathy, resolution, and excellent documentation of interactions.

You will handle benefits questions, provider network inquiries, and payment/claims support while maintaining HIPAA compliance and high service levels.