Remote Bilingual Vietnamese Member Experience Specialist

E2E Alignment Healthcare USA, LLC; United States; Remote; USD 42,000 - 58,000; Full time

Job summary

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate, seamless service to our senior members across the contiguous United States. The role emphasizes empathy, ownership of inquiries, and first-contact resolution to improve overall member satisfaction.

You will navigate multiple systems (Outlook, Word, Excel, CRM) while resolving benefits, eligibility, and service questions. A high degree of confidentiality and HIPAA compliance is required.

Qualifications

• Experience: 2+ years in customer service in healthcare and/or Medicare Advantage.
• Bilingual Vietnamese/English required.
• Proficient with Outlook, Word, Excel and CRM systems.
• Strong communication and problem-solving skills; empathetic approach.
• Typing speed of 40 WPM.

Responsibilities

• Build caring connections with every member, showing empathy and respect.
• Own each member interaction end-to-end, resolving inquiries at first contact when possible.
• Deliver exceptional service by exceeding member expectations and ensuring trust.
• Respond to benefits, eligibility, services, policies, and procedures inquiries clearly.
• Assist with provider network and claim/reimbursement questions; identify solutions.
• Address complaints and grievances, escalate when needed to resolve root causes.
• Document all interactions in real time for continuity of care.
• Support outreach programs to improve engagement and education.
• Represent Alignment Health with integrity and positivity.

Skills

Vietnamese/English bilingual

Customer service

Communication

Problem solving

Education

High School Diploma or GED

College degree preferred

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

CRM

Job description

Alignment Health is seeking a Customer Experience Specialist to deliver compassionate, seamless service to our senior members across the contiguous United States. The role emphasizes empathy, ownership of inquiries, and first-contact resolution to improve overall member satisfaction.

You will navigate multiple systems (Outlook, Word, Excel, CRM) while resolving benefits, eligibility, and service questions. A high degree of confidentiality and HIPAA compliance is required.